Service Desk Supervisor

US-MI-Grand Rapids
1 week ago(1/10/2018 9:48 AM)
Job ID
# Positions
Experience (Years)
Information Technology

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.


The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.


As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.


MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.


As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

Position Overview

The role of the On-site Desktop Supervisor is seen as a working supervisor providing Level 1 to Level 2 Helpdesk support and also supervisor responsibilities for employees onsite as well as maintaining the customer relationship for day-to-day activities.


Helpdesk Support responsibilities:


The Helpdesk Supervisors responsibilities are tied to taking phone, e-mail and incident requests from the Amway end user community who require computer or systems assistance.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests.  Problem resolution may involve the use of diagnostic and remote tools and well as ticket tracking tools.


Supervisor responsibilities:

Directs and implements the policies and procedures to support the organization’s support services through supervising the day-to-day operations of the North American (US and Canada) team as well as the Latin America team onsite at Amway. Also works with the customer tied to Amway processes, procedures and overall management of the team’s responsibilities as directed by the customer. Must have a thorough working knowledge of Service Now which is the ticketing system Amway uses.


Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Makes offsite visits to Amway as needed to ensure processes and standards are met for both teams.  Escalates issues to the appropriate management team and works closely with EUC Director of Operations, MCPc Account Managers for overall management of the customer account. 


Key Tasks and Responsibilities :

  • Support and guide onsite team to meet business agreements and customer expectations
  • Work directly with customer to fully understand expectations, deliver results and maintain a clear line of communication
  • Create a positive working atmosphere for employees and customer support to exceed in all areas of support
  • Troubleshoot Microsoft Windows desktop and laptop systems using remote tools
  • Troubleshoot software and peripherals with Amway end user systems
  • Using Amway ticketing system record, track, and document incident requests, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Escalate and work within defined process to provide timely customer support and escalate appropriately to departments
  • Maintain excellent communication with all end users and other members of technology departments
  • Execute other assigned tasks as delegated by appropriate management team


Key Outcomes of the Position

  • A positive support environment
  • Meeting expectations of customer, while meeting all business expectations
  • Provide high quality phone, chat and E Mail support to each end user by assisting them with incidents and resolving IT related support needs to minimize delays related to technical issues across the organization.
  • Proved a high level of customer service tied to every interaction with an end-user


Skills and Attributes Required:

  • Must posses a variety of the Service Desk concepts, practices, and procedures.
  • Proven experience in leading and directing the work of others
  • Ability to clearly communicate technical concepts to non-technical people
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
  • Ability to multi-task in a fast-paced environment
  • Superior attitude- consistently positive, courteous and a respectful demeanor

Experience and Educational Requirement necessary to the job (Describe what background training or equivalent experience is necessary to qualify for this position):

  • At least 2 years or equivalent work experience in HelpDesk Operations
  • Specific Service Now or equivalent ticketing system
  • 2+ years troubleshooting of desktop/notebook hardware and software
  • Windows desktops and notebooks in a networked environment
  • Experience working with Enterprise level customers
  • Basic understanding of TCP/IP networking
  • Experience working in a structured, process-driven environment


Physical Requirements:

The physical requirements of this job include frequent sitting with regular stooping/crouching walking, standing, pushing/pulling, carrying, lifting up to 40lbs., grasping, reaching, and clarity of vision.  The mental requirements of the job include general intelligence, motor coordination skills, coordination of the hands, eyes and feet, verbal intelligence and number intelligence.  The workplace environmental conditions are typically that of a temperature controlled and clean office setting.  Regular driving to other office or customer locations may be required.


Regular attendance and punctuality are an essential job function of this position.  In addition, the duties of this job need to be performed at our client offices for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.   


This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.


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