Client Support Supervisor

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The RSM Cloud & Managed Services Service Desk Supervisor role is to ensure client requests are conforming to SLA expectations, Service Desk Technicians\Overnight Leads are performing their daily tasks and adhering to firm guidelines, review various metric reports, address team concerns and keep the RSM Cloud & Managed Services Service Desk Managers informed of issues impacting client satisfaction, SLAs and staffing concerns.

Responsibilities include:

• Reinforce SLAs to manage Service Desk Technican, client and end-user expectations.
• Run and analyze staff metric reports.
• Escalation point for clients addressing concerns about Service Desk Technican performance.
• Escalation point for Service Desk Technican’s who are not able to escalate to an appropriate resource.
• Gather and review after hours escalation reporting and distribute to Service Desk Manager and other RSM Cloud & Managed services team. 
• Enforce and adhere to documented processes and procedures in accordance with RSM Cloud & Managed Services SOC audit controls.
• Follow incident response, problem management, and service request framework in accordance in to ITIL best practices.
• Prioritize and dispatch emergency tickets when needed.
• Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues during high volume times.
• Update client and internal documentation as needed.
• Create\maintain Service Desk Technican work schedules and ensure coverage during stated open hours including Paid Time Off\Vacation requests, unexpected absenses, shift swapping and holiday schedules.
• Second escalation point for Service Desk Technicans during after hours emergencies (Client and Internal) when a predefined technical resource cannot be found.
• Build rapport and elicit problem details from client contacts.
• Have a high level understanding of all back end systems used in the monitoring, patching, maintenance and remediation of client issues.
• Work with Sales and Systems teams for onboarding and offboarding of clients.  Ensure documentation is updated accordingly, determine go live\go dark dates and communicate this information to the Service Desk Technicans.
• Keep Service Desk Technicans informed of changes made by Cloud & Managed Services Management team.
• In conjunction with Service Desk Managers, interview potential candidates for open positions within the Service Desk team.
• Meet with designated Service Desk Technicans once a year to set goals and once a year for a mid year review of their progress.
• Perform post-resolution follow ups to support requests.
• Alert RSM Cloud & Managed Services Management to emerging trends in service requests.
• Other duties as assigned.

Basic Qualifications

• 2 - 4 years of experience in a technology end-user support role.
• Strong communication, customer service and problem solving skills.
• Strong written communication skills.
• Strong documentation skills.
• Strong analytical skills.
• Excellent client skills and customer relationship management skills, with proven ability to build relationships with key decision makers
• Ability to grasp technical concepts at a high level.

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.html. 

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].