Help Desk Supervisor

Job Title: Help Desk Support Supervisor L1 – Help Desk Services
Location: Bangalore India

WHAT WE ARE LOOKING FOR:
We are seeking a full-time Help Desk Support Supervisor for our on-site location in Bangalore, India. The
Help Desk Supervisor is primarily responsible for optimizing the efficiency of the Help Desk operation
and overseeing the day-to-day Help Desk activities and projects. The Supervisor works with the Help
Desk management team to deliver best-in-class practices and develop policies, procedures, and
standards for the Help Desk. They will maintain relationships to monitor and maintain the satisfaction
level of team members in various aspects of the business and prepare reports on Help Desk
performance. They assist with guidance and validation of support criteria and service delivery definition,
analysis and changes to existing procedures and policies and participates in employee performance
management, hiring/termination actions, training needs assessment, and career-planning guidance.
Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations,
processes, workflows, and procedures. Proficient in Help Desk operations and queue management,
adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Critical
thinking skills to identify root causes and implement efficient solutions in high-pressure situations.
Verified knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams
effectively. Self-motivated with a strong work ethic and can solve complex and cross-functional
problems. Verifiable experience in developing support teams and coaching employees to meet
achievable goals. Some after-hours and weekend work as needed.
This position is 100% in-office at our brand-new location in Orlando Florida.

WHAT YOU’LL DO:
We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the
Support Supervisor, you will play a crucial role in coordinating the daily Incident activities of the Help
Desk Team along with the daily administration duties around reporting and analytics. This includes
Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and
maintaining high levels of customer satisfaction. The ideal candidate should display strong
communication skills, including verbal and written communication. Must have the ability to prioritize
and manage multiple tasks and work well under pressure in order to make sound business decisions in a
high-paced environment. This role will monitor and ensure key department metrics are aligned and
achieved with company business objectives by setting individual and team goals for department
performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• You will work closely with the U.S. based leadership team to ensure all objectives are in place,
documented, and followed to ensure customer SLOs are satisfied.
• Lead, coach, and supervise Help Desk team members daily to improve customer service,
satisfaction, and increase overall efficiency of the operations.
• Monitor and improve morale and overall job satisfaction of the Help Desk staff.
• Train and transfer knowledge to Help Desk team members.
• Support and assist Help Desk Agents with their key duties and responsibilities.
• Work closely with the Help Desk Manager to ensure all service level objectives and KPI’s are
measured, and Agents receive the continued training required to improve in the role.
• Take appropriate action to follow up on resolving customer issues.
• Identify breakdowns with current processes and collaborate with management to find a solution
that improves the customer experience.
• Ability to cooperate within the department and with other teams to meet operational goals.
• Provide supervision of Agents and allocate resources effectively to meet support demands.
• Complete the daily duties for administration as the onsite lead for the Help Desk.
• Maintain and update knowledge base articles, troubleshooting guides, and support
documentation for the team.
• Monitor quality assurance processes to ensure consistent and high-quality customer support.
• Review, co-develop and maintain formal procedures for Help Desk operating/procedure
manuals so as to ensure consistency and increased productivity.
• Work with Management team to investigate and resolve issues reported in client CSAT.
• Conducts daily Agent huddle meetings.
• Participate in IT management activities and decision making.
WHAT YOU’LL BRING:
• Communication: The ability to give and gather information and actively manage the
communication process by asking questions, conveying complex information in plain language,
listening, and considering others’ views, stating own views clearly and concisely, and addressing
conflict in a professional and productive manner.
• Forward Thinking: The ability to anticipate the implications and consequences of a situation and
take appropriate action to be prepared for possible contingencies.

• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work;
  perseveres and uses metrics to analyze performance.
  • Diagnostic Information Gathering: The ability to identify the information needed to clarify a
  situation, seek that information from appropriate sources, and use skillful questioning to draw
  out the information when others are reluctant to disclose it.
  • Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential
  approach.
  • Time Management: Demonstrated ability to prioritize and manage multiple escalations and
  tasks simultaneously in a fast-paced environment.
  • Customer Service Orientation: A strong commitment to delivering exceptional customer service
  and maintaining high levels of customer satisfaction.
  • Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the
  IT support environment.
  • Supervisory experience in Incident Management with experience using the Autotask IT Service
  Management Solution or a similar ITSM toolset.
  • Experience with Microsoft Excel Pivot tables and reporting features
  • Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles,
  HDI Service and Support Metrics, HDI support Center Lead, or similar industry-recognized
  credentials are a plus.
  • Ability to handle stress well in times of heavy workload and in critical business scenarios.
  • 2+ years of experience in IT Service Management, leading technical support teams.
  • 2-4 Years’ experience working in Help Desk / Help Desk Agent.
  • Excellent interpersonal skills, and leadership abilities
  • Experience working or supporting in a Managed Services Provider (MSP) environment is a huge
  plus!
  YOUR REWARD:
  Join the fastest growing tech company in the US. Earn a competitive compensation package that allows
  you to focus your attention on your passion in an exciting career in tech!
  Our benefits package includes:
  • 100% Health premiums covered for employees (Medical, Dental, Vision)
  • Company paid Life and disability insurance
  • HSA Account contribution up to $2,000
  • 401k with match
  • Paid Holidays and generous PTO.
  • Fun and exciting work environment
  If this sounds like the right career to fit your personality and interests, please apply, we’re looking
  forward to meeting you!
  Join the Kaseya growth rocket ship!
  Additional information

Kaseya provides equal employment opportunity to all employees and applicants without regard to race,
religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or
mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race,
religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or
mental disability, veteran status, marital status, or any other characteristic protected by applicable law.