Supervisor Client Service
Core
Provide day-to-day leadership to a Service Desk team, ensuring high-quality customer experience, effective workload management, and team performance development.
Role type
Senior IC Service Desk Supervisor
Builds
Customer service operations and support for client requests
Domain
Customer Service / IT Service Management
Deliverable
dashboards & analysis
Required skills
Team leadership, queue management, quality monitoring, conflict resolution, operational reporting, coaching, process improvement, financial process awareness, system administration
Preferred skills
Prior supervisory experience, analytical skills, problem-solving
Technologies
Service desk systems, AI-assisted quality tools
Responsibilities
Allocate work and set priorities for the Service Desk team, monitor queues and service levels, act as senior point of contact for escalations and complaints, coach agents using quality tools, support team recruitment and development, supervise specialized second-line finance agents, ensure compliance with security and data protection policies
Seniority
Senior, hands-on IC
