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AVI Systems · 1 month ago

Service Desk Supervisor

Minneapolis, MN, USA

Full-time

Onsite

Mid, Senior Level

$75K/yr - $90K/yr

FORTÉ is an employee-owned company that specializes in designing and delivering systems for modern workplaces. The Service Desk Supervisor is responsible for leading the Managed Services operational team, overseeing customer support, resource allocation, and ensuring effective service delivery for multiple business units.

Audio/Visual EquipmentInformation TechnologySoftwareTelecommunications

H1B Sponsor Likely

Responsibilities

Oversee a team of Service Delivery Coordinators

Track regular reporting activities for incident queue health (aging, delinquent, non-updated), open/closed incident volume, room/system uptime, health checks, and any other quality concerns as it relates to the optimum health of our customers’ audiovisual estate

Report and address any major outages or escalations as a lead

Manage service workload of coordinators and general staffing needs to ensure proper technical skills and development of the staff meets the required need to support the customer

Perform annual performance reviews for all direct reports; input and guidance are provided to the performance review process for all service technicians that provide service but do not fall under direct supervision

Provide service metrics and service trend analysis with collaboration from Account Managers, Program Managers, and other Support Personnel

Conduct Monthly and/or Quarterly Business Reviews (MBR/QBR) with the Account team and the customer. The reviews are led in a strategic fashion to incorporate service results, processes, and initiatives

Qualification

ITSM/ITIL proficiencyService managementTechnical experience in AVPerformance metrics analysisCross-functional collaborationPresentation skillsProblem-solvingRelationship buildingCommunication skills

Required

Ability to create and develop collateral and service presentations, business correspondence, and reporting procedure manuals

Ability to work collaboratively with colleagues and staff to create winning strategies

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public

Proficient in ITSM/ITIL definitions, operations and methodologies

Ability to solve business and organizational problems and deal with a variety of variables

Strong service development, service management and honed skills in building working relationships with cross functional teams

Experience with communicating effectively with different customer levels up to, and including, C-level executives

Preferred

Technical experience in Audio-Visual, Unified Communications, Digital Signage, IT systems infrastructure, call control, firewall traversal, network architecture, network management, firewalls and IT security

Benefits

Healthcare, vision & dental coverage to keep you and your family well

Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars

Employer-paid life and disability insurance for added peace of mind

401(k) with company match to invest in your future

Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success

Tuition reimbursement and ongoing learning opportunities to support your growth

Employer-paid employee assistance program to care for your physical, mental, and financial health

Paid time off that helps you truly disconnect

Company

AVI Systems

AVI Systems is now FORTÉ. Follow our new page, FORTÉ, for the latest updates and insights — this profile is no longer active.

Founded in 1974

Eden Prairie, Minnesota, USA

1001-5000 employees

https://www.ourforte.com

H1B Sponsorship

AVI Systems has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2022 (8)

2021 (2)

2020 (4)