Service Desk Supervisor

This position is responsible for supervising the Service Desk agents. The Service Desk Supervisor uses strong supervisory skills, customer service skills, and technical abilities in managing the Service Desk agent’s day-to-day responsibilities to ensure their compliance with the department’s Standard Operating Procedures (SOP).

• Administer Quality Assurance measures (call monitoring, quality checking records) and provide feedback and coaching to Service Desk agents
• Supervise Service Desk agents to ensure that department SLAs are met or exceeded
• Ensure Service Desk agents are using support downtime productively, working on improving their knowledge of the customer environment or technical skill level
• Review reports to identify trends and training opportunities for Service Desk agents

This role helps drive continuous service improvement within the department by coaching Service Desk agents, reviewing their work, and identifying support trends to ensure efficient IT support operations.

• Certification from HDI, AXELOS (ITIL), or similar accredited organization
• Demonstrated ability to develop and train direct reports
• Proven ability to work in a collaborative and inclusive environment
• Experience in conflict management and effectively managing tense situations as they arise
• 4 years of end user support experience in a decentralized environment

Pay range: $75,100- $103,300 DOE

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage
• Health care and dependent care spending accounts
• Short- and long-term disability
• Life insurance and accidental death & dismemberment insurance
• Employee and Family Assistance Program (EAP)
• Employee discount programs
• Retirement plan with a generous company match
• Employee Stock Purchase Plan (ESPP)
• Paid Time Off (PTO)

Republic Services, Inc. is a leader in the environmental services industry providing customers with recycling, waste, special waste, hazardous waste and field services. Their industry-leading commitments to advance circularity and support decarbonization are helping deliver on their vision to partner with customers to create a more sustainable world.