Service Desk Supervisor

7 months ago

Charlottetown, Canada CB Canada Full time

Support Center Supervisor (Hybrid) (PEI)

Position Description:

The Support Center Supervisor (Team Leader) provides oversight of the day-to-day responsibilities of a team of Support Center Analysts (Technicians). A Support Center Supervisor will act as a subject matter expert for one or more assigned clients, while supporting Analysts when needed with the ultimate goals of fostering professional growth, maintaining/improving client relations, and driving constant improvement. The Support Center Supervisor must also possess strong written and verbal communication skills, the ability to not only create and interpret reports from available data; and present these reports to the client and internal stakeholders. Above all, to be successful in this role, the Support Center Supervisor must display natural leadership characteristics, motivate others, coach and develop a team of Analysts to consistently improve and exceed performance objectives.

Essential Duties/Responsibilities:

  • Lead, coach, and develop a team of analysts by using methods that align with Buchanan Technologies core values, expectations, and client-specific requirements
  • Work with all members of the Support Center leadership team to ensure effective management of a complex 24/7 operation using varied channels of communication
  • Provide expertise and guidance to Analysts to ensure resolution and other contractual objectives are met
  • Partner with client-based contacts for knowledge sharing and handling of unresolved contacts
  • Participate in the creation and facilitation of rhythmic client reporting and presentations
  • Produce and maintain technical/procedural documentation in support of client and agent activities
  • The Support Center Supervisor is a dynamic role; other duties will be assigned as appropriate to ensure the success of the team

Required Skills:

  • Fundamental understanding of coaching and people management; 2 years experience in a leadership role preferred
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • A natural sense of urgency when dealing with timed priorities and the ability to meet service level agreements
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work
  • Strong problem solving/analytical abilities; Ability to demonstrate a solid understanding of software and hardware, basic network components, and technical concepts
  • Ability to understand and influence the customer experience for end-users and implement a strategy for consistent improvement
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work
  • Ability to follow defined processes and procedures
  • Proficient in using Microsoft Office, particularly Excel and PowerPoint
  • Candidates must also be able to work any shift, holidays, and weekends

Experience/Education:

  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment or relevant experience in a technical field
  • Two years’ previous supervisory experience, preferably in a contact center or technical support center environment
  • ITIL Certification is considered an asset
  • Previous experience with Service Now considered an asset

Come Work With Us

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our Prince Edward Island Support Center is based in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center. Our office is flooded with natural lighting and access to a wrap-around rooftop deck. Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

  • Fully Paid Benefits (Single or Family Coverage) that include Health, Dental, Vision, Life Insurance, and more…
  • RRSP plan that sees your contributions matched by Buchanan Technologies
  • Technology Purchase program that ensures you always have the latest tech for personal use
  • Paid education/certification program that not only helps you build your professional skills but is also part of the foundation

Job Types: Full-time, Permanent

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekend availability

Hybrid: must be in PEI, requires to be on site a Minimum of 3 days per week.

  • Front Desk Supervisor

    6 months ago

    Charlottetown, Canada Rodd Royalty Hotel Full time

    The Rodd Royalty Hotel is currently seeking a full-time Front Desk Supervisor He/she will be a team player and have a background in hotel front desk operations, an aptitude for sales; excellent communication skills, a good understanding of revenue management; be detail oriented; and possess good computer skills. A flexible schedule is required for this...

  • Front Desk Coordinator

    2 months ago

    Charlottetown, Prince Edward Island, Canada beBee Professionals Full time $30,000 - $40,000

    We are seeking a highly organized and detail-oriented Front Desk Coordinator to provide exceptional customer service and administrative support to our team in Charlottetown. As a key member of our team, you will be responsible for managing incoming calls, scheduling appointments, and maintaining a tidy and welcoming reception area.Key Responsibilities:Answer...

  • Service Desk Analyst

    4 weeks ago

    Charlottetown, Canada Buchanan Technologies Full time

    Position Description: The Service Desk Analyst provides support for the client's internal network, hardware, and applications via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support. ...

  • Help Desk Specialist

    7 months ago

    Charlottetown, Canada IO Solutions Contact Center Full time

    Help Desk Specialist Job description IO Solutions is looking for a Help Desk Specialist to join our dynamic team in the city of Charlottetown, PEI. As a vital member of our Contact Center, you’ll be at the forefront of ensuring seamless communication and support for our valued frontline agents and members of our support teams. If you’re...

  • Bi Lingual Service Desk Analyst Portuguese

    7 months ago

    Charlottetown, Canada CB Canada Full time

    Service Desk Analyst – Bilingual (English/Portuguese)Position Description:The Service Desk Analyst provides 24x7 internal network, hardware, and software support for a large organization via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues,...

  • Front Desk Manager

    6 months ago

    Charlottetown, Canada Inn on the Hill 1991 Inc Full time

    Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years - Experience: 1 year to less than 2 years - or equivalent experience **Work site environment**: - Non-smoking - Air conditioned **Work setting**: - Hotel, motel, resort **Tasks**: - Supervise staff - Perform front desk duties **Supervision**: -...

  • Front Desk Agent

    3 months ago

    Charlottetown, Canada Murphy Hospitality Group Full time

    At Murphy Hospitality Group we pride ourselves on an exceptionally high standard of quality service and products. It takes the best people to reach this higher standard of excellence. We believe in extensive training and providing our people with an excellent benefits program, competitive wages, advancement, and professional development opportunities. At MHG...

  • Service Desk Tier 1 Analyst

    4 months ago

    Charlottetown, Canada Grant Thornton Full time

    **Who we are** You know those big cities that still feel like small towns? Where everyone’s friendly and helps each other out? That’s like Grant Thornton. Except here we’re all professionals and there isn’t a mayor or a general store. What we’re trying to say is that we’re a large and growing professional services firm that still feels like a...

  • Food Service Supervisor

    3 months ago

    Charlottetown, Prince Edward Island, Canada beBee Professionals Full time $35,000 - $45,000

    Restaurant Supervisor RoleWe are seeking a skilled Restaurant Supervisor to oversee daily restaurant operations and ensure exceptional customer service at beBee Professionals in Charlottetown, Canada.Key Responsibilities:Supervise and motivate restaurant staff to deliver high-quality service and maintain a welcoming atmosphere.Collaborate with management to...

  • Food Service Supervisor

    3 months ago

    Charlottetown, Prince Edward Island, Canada beBee Professionals Full time $35,000 - $45,000

    Restaurant Supervisor RoleWe are seeking a skilled Restaurant Supervisor to oversee daily restaurant operations and ensure exceptional service for our guests at beBee Professionals in Charlottetown, Canada.Key Responsibilities:Supervise and motivate restaurant staff to deliver outstanding customer experiences.Collaborate with management to optimize...

  • Security Attendant

    3 months ago

    Charlottetown, Canada University of Prince Edward Island Full time

    The Department of Facilities Management, Security Services Division, is seeking an applicant to fill a Security Attendant position. **RESPONSIBILITIES**: - Staffing the Security Services office dispatch desk and NRCC desk - Assisting in the protection of persons and property on campus and in student residences - Counter and phone reception - Respond to...

  • Security Attendant

    3 weeks ago

    Charlottetown, Canada University of Prince Edward Island Full time

    The Department of Facilities Management, Security Services Division, is seeking applicants to fill three (3) Security Attendant positions. **RESPONSIBILITIES**: - Staff the Security Services office dispatch desk and NRCC desk - Assist in the protection of persons and property on campus and in student residences - Counter and phone reception - Respond to...

  • Food Service Supervisor

    3 days ago

    Charlottetown, Canada Compass Group Full time

    **Working Title**:Food Service Supervisor **Employment Status**: Full-Time **Starting Hourly Rate**: 18,00 **Address**:17 Spring Park Rd. Charlottetown PE C1A 3Y8 **New Hire Schedule**:Monday-Friday, daytime shift **Start Date**: January 6, 2025 **Important Information**: Previous supervising experience in the food service industry is preferred. Cash...

  • Food Service Supervisor

    2 months ago

    Charlottetown, Prince Edward Island, Canada beBee Professionals Full time $35,000 - $45,000

    We are seeking a Food Service Supervisor to oversee the daily operations of our restaurant in Charlottetown, Canada.Key Responsibilities:Supervise restaurant staff to maintain high levels of customer service.Assist in training and onboarding new employees.Monitor food quality and presentation to maintain standards.Handle customer inquiries and resolve any...

  • Security Attendant

    2 weeks ago

    Charlottetown, Canada University of Prince Edward Island Full time

    The Department of Facilities Management, Security Services Division, is seeking applicants to fill three (3) Security Attendant positions. RESPONSIBILITIES: Staff the Security Services office dispatch desk and NRCC desk Assist in the protection of persons and property on campus and in student residences Counter and phone reception Respond to...

  • Supervisor

    7 months ago

    Charlottetown, Canada Savers Full time

    Description Position at Value Village Job Title: Supervisor Pay Range: $16.50 to $27.06 Who we are: As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second...

  • Supervisor

    5 months ago

    Charlottetown, Canada Savers Value Village Full time

    Description Job Title: SupervisorPay Range: $16.50 to $27.06Who we are: As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with...

  • Assistant Rooms Operations Manager

    3 months ago

    Charlottetown, Canada Marriott International, Inc Full time

    **Additional Information** Comprehensive health benefits, pension, annual bonus, fitness, and Marriott travel benefits **Job Number** 24167536 **Job Category** Rooms & Guest Services Operations **Location** Delta Hotels Prince Edward, 18 Queen Street, Charlottetown, Prince Edward Island, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?**...

  • Assistant Rooms Operations Manager

    2 months ago

    Charlottetown, Canada Marriott International, Inc Full time

    **Additional Information**Bonus, pension, and comprehensive health benefits, Parking, fitness, and excellent Marriott travel benefits **Job Number**24186139 **Job Category**Rooms & Guest Services Operations **Location**Delta Hotels Prince Edward, 18 Queen Street, Charlottetown, Prince Edward Island, Canada, C1A 4A1 **Schedule**Full Time **Located...

  • Assistant Rooms Operations Manager

    2 months ago

    Charlottetown, Canada Marriott International, Inc Full time

    **Additional Information**Comprehensive health benefits, pension, annual bonus, fitness, and Marriott travel benefits **Job Number**24167536 **Job Category**Rooms & Guest Services Operations **Location**Delta Hotels Prince Edward, 18 Queen Street, Charlottetown, Prince Edward Island, Canada, C1A 4A1 **Schedule**Full Time **Located Remotely?**N **Position...