Principal Enterprise Architect at Hiscox responsible for architecture roadmaps and standards. Leading modernization efforts and advising on technology solutions for the organization.
About the role
- Service Desk Supervisor role leading daily performance and accountability in Managed Services. Ensuring strong service delivery and operational efficiency with technical staff and clients.
Responsibilities
- Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
- Actively work tickets across all levels including complex and escalated issues.
- Serve as the primary escalation point for service desk incidents and client concerns.
- Ensure consistent adherence to service standards, response expectations, and communication guidelines.
- Manage escalated tickets with urgency, professionalism, and clear communication.
- Communicate directly with VIP and executive level clients to address concerns and set expectations.
- Create, implement, monitor, and report on Service Level Agreements.
- Ensure ongoing SLA compliance across response times, resolution times, and service quality.
- Partner with leadership to align service desk processes with organizational goals.
- Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
- Coach, develop, and hold service desk staff accountable to performance and communication standards.
Requirements
- Minimum of 5 years experience working in a Managed Services Provider environment.
- Minimum of 5 years experience in a management or supervisory role.
- Strong technical foundation with the ability to troubleshoot across multiple systems and environments.
- Proven experience handling escalations and complex technical issues.
- Demonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders.
- Experience creating, managing, and reporting on Service Level Agreements.
- Hands on experience with ticketing systems and service desk workflows.
Benefits
- Service Desk Operations and Leadership - Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality
- Actively work tickets across all levels including complex and escalated issues.
- Serve as the primary escalation point for service desk incidents and client concerns.
- Ensure consistent adherence to service standards, response expectations, and communication guidelines.
- Escalation Management and VIP Support - Manage escalated tickets with urgency, professionalism, and clear communication.
- Communicate directly with VIP and executive level clients to address concerns and set expectations.
- Lead service recovery efforts during high impact incidents to restore confidence and trust.
- SLA Ownership and Service Quality - Create, implement, monitor, and report on Service Level Agreements.
- Ensure ongoing SLA compliance across response times, resolution times, and service quality.
- Identify trends, risks, and recurring issues impacting SLA performance and drive corrective actions.
- Conduct regular reviews and audits to ensure service delivery aligns with contractual commitments.
- Ticketing Systems and Process Improvement - Lead the implementation, optimization, and auditing of the ticketing system.
- Enforce ticketing standards including documentation quality, time tracking, and workflow adherence.
- Identify inefficiencies and implement practical improvements that support scalability and consistency.
- Partner with leadership to align service desk processes with organizational goals.
- Team Leadership and Collaboration - Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
- Coach, develop, and hold service desk staff accountable to performance and communication standards.
- Support onboarding and ongoing skill development for service desk team members.
- Foster a culture of ownership, professionalism, and continuous improvement.
- Project and Cross Functional Work - Participate in internal projects related to service delivery, tools, and process improvements.
- Coordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment.
- Balance reactive service desk demands with proactive project responsibilities.
- Business Outcomes and Quarterly Goal Support - Partner with service delivery leadership to support and execute quarterly business goals.
- Translate quarterly objectives into clear service desk priorities, metrics, and action plans.
- Track and report progress toward quarterly goals while identifying risks early.
- Balance service quality with efficiency to support profitability and scalability.
- Understand how service desk performance impacts utilization, margins, and client health.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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