The Service Desk Supervisor will aid in the review of service-level objectives for the Service desk and ensure they are met or exceeded with consistency. The Service Desk Supervisor will ensure that the Vendor is customer-focused, able to increase satisfaction, deepen relationships, and effectively manage expectations for a variety of customers. They will track and report on trends around escalations, SLA breaches, customer satisfaction scores, and how DSATs are handled. They will collaborate with the vendor daily to assist. They will report findings to the Service Desk Supervisor and will collaborate with the leadership team for direction. They will be responsible for ensuring the vendor supervisors are on track and have everything they need to succeed.

　　RESPONSIBILITIES

　　Drive KPIs which include but are not limited to (Agent Utilization, Dsat, Csat, Survey response rate, Monthly service desk resolution, monthly call abandoned rate, Monthly speed to answer, MTTR, FCR, Call handling time)

　　Validate metrics provided to the Service Desk Management Team

　　Communicate progress to the Service Desk Leadership Team in daily team huddles.

　　Assist in resolving the root cause of escalations and focus on recurrence prevention

　　Collaborate with Quality Supervisor to ensure call/incident quality is on target

　　Continuous monitoring of vendor-provided dashboards

　　Participate in and deliver vendor governance routines

　　Track and analyze trends in all support services for incidents and problems working with appropriate departments to bring about change in processes and procedures for support improvement

　　EDUCATION AND EXPERIENCE QUALIFICATIONS

　　4-year degree or related field experience

　　A minimum of 5 years experience in a medium to large-sized enterprise environment

　　Experience in managing Service Desk metrics, incident management tools, SLAs, KPIs, PIs, and governance routines.

　　Requires 3 years of managing staff with proven leadership ability, preferably in a Service Desk/ POS environment

　　Evaluated day-to-day operations and implemented new procedures and policies

　　Demonstrates strong diagnostic and analytical skills as well as a working knowledge of current POS technologies

　　REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

　　Excellent communication and hospitality skills required

　　Must possess and maintain good interpersonal relationships in a team atmosphere

　　Possess strong analytical troubleshooting skills coupled with a strong sense of urgency

　　Must display working knowledge of KCS Principles

　　Extremely high level of attention to detail

　　Incident management software experience

　　Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action

　　Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.

　　We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.