Service Desk Supervisor

Job not on LinkedIn

🕒 May 28

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Waterfield Tech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🤝 B2B

💼 Consulting

Artificial Intelligence • B2B • Consulting

Waterfield Tech is an AI-focused customer experience (CX) and contact-center solutions provider. Waterfield helps organizations demystify and apply AI across customer-facing roles and delivers CX modernization, cloud migration, managed services, contact-center outsourcing, workforce optimization, and IT/network/security services. It offers subscription-based offerings (e. g. , Ascend) that combine CCaaS platforms with a CX service layer, plus consulting and professional services to implement applied AI (faqGPT, taskGPT, routeGPT, voiceGPT) and analytics for enterprise customers across financial services, healthcare, government, higher education, and retail.

📋 Description

• Supervise and mentor a team of service desk technicians and support staff • Oversee the delivery of high-quality customer service by the service team • Help to streamline workflows and improve efficiency while maintaining quality standards • Maintain a solid understanding of the products and services offered • Identify resource requirements, including tools, equipment, and personnel • Ensure compliance with all relevant industry regulations, safety standards, and company policies • Maintain accurate and up-to-date records of service activities • Proactively identify opportunities for process improvements, customer service enhancements, and cost-saving measures.

🎯 Requirements

• Proven experience in service or a related role • Strong leadership and team management skills, with the ability to inspire and motivate a diverse team • Excellent communication, interpersonal, and conflict resolution abilities • Customer-focused mindset with a commitment to delivering exceptional service • Analytical and problem-solving skills to address operational challenges and implement effective solutions • Proficiency in using service management software and tools • Technical knowledge in the relevant industry or product line is preferred • Strong organizational skills and attention to detail • Ability to adapt to changing priorities and work in a fast-paced environment • Familiarity with resource allocation • Knowledge of safety regulations and compliance standards • Strong business acumen and strategic thinking.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options