Voice Support Desk Supervisor

St. Cloud, MN | St. Louis Park, MN

The Voice Support Desk Supervisor is responsible for the supervision and direction of assigned Voice Support Desk personnel to meet corporate initiatives. The Voice Support Desk Supervisor must ensure a high level of client satisfaction, consistency with processes and achievement of service goals and objectives.

Main Responsibilities:

  • Provide daily supervision for the assigned Voice Support Desk team members to include:
    • Coach and train team members
    • Be the first escalation point of contact to handle issues and involve direct manager as needed
    • Monitor team coverage, oversee personnel time off approval, make sure back-ups are in place and redistribute work to cover when others are out
    • Monitor staffing and equipment needs
  • Conduct performance reviews and make compensation recommendations
  • Monitor Connectwise service tickets/service boards to ensure timely and accurate follow-up and resolution
  • Organize and facilitate training on Connectwise for assigned service personnel
  • Provide advanced technical support and remote help desk services of voice production networks and systems
  • Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational problems
  • Partner with Client Services to research and resolve client complaints and issues
  • Remotely service communications systems including PBXs, IP platforms, voicemail systems and other voice applications to include but not limited to Unified Messaging, Collaboration tools, etc.
  • Maintain accurate client-specific documentation including records of discussions or correspondence with clients
  • Interface with manufacturers as needed for issue escalation
  • Manage and meet established metrics and team benchmarks, providing regular reports to direct manager regarding the team’s performance
  • Review and approve weekly time sheets validating accuracy and proper entries
  • Conduct regular team meetings with direct reports

Required Qualifications:

  • Bachelor’s degree and 2 years of experience or equivalent experience
  • Current high level industry recognized certifications including at least 2 of the following: Call Control, Voicemail, Unified Communications or Call Center
  • Experience including but not limited to VoIP, IP, QoS,  Network Analyzer, PBX Management, Unified Messaging, Call Centers, Collaboration Tools, Voice Conference Bridge, Wireless, Teleworker, LCS/LBG and Mobility
  • Proficiency with business collaboration tools such as MS Office applications and Visio

Preferred Qualifications:

  • Networking certifications including Cisco, Microsoft, QoS, Wireless, and call center applications


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