[Hiring] Service Desk Supervisor @Konica Minolta Business Solutions, U.S.A., Inc.

Role Description

Konica Minolta currently has an exciting opportunity for a GCS Service Desk Supervisor supporting clients throughout the United States and Canada. Reporting to the Global Client Services (GCS) organization, this role is responsible for leading a team of Service Desk professionals while ensuring the delivery of exceptional customer service and operational excellence. This position plays a key role in fostering a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.

Responsibilities

• Leadership & Team Development
  • Lead, coach, and develop a team of Service Desk agents to achieve operational and customer service objectives.
  • Establish performance expectations and provide ongoing coaching, feedback, and career development opportunities.
  • Conduct performance reviews, development discussions, and corrective action activities as needed.
  • Support succession planning and employee growth through mentoring and skill development.
  • Foster a positive, collaborative, and customer-focused team environment.
  • Support onboarding, training, and knowledge transfer for new team members.
• Operational Management
  • Oversee daily Service Desk operations to ensure service levels, productivity targets, and customer commitments are consistently achieved.
  • Monitor operational performance, queue health, workload distribution, and staffing requirements.
  • Manage workforce scheduling and resource allocation to support customer demand and business objectives.
  • Serve as an escalation point for complex customer issues and ensure timely resolution of incidents, requests, and service concerns.
  • Identify operational risks and implement solutions to improve service delivery, efficiency, and customer experience.
• Quality & Continuous Improvement
  • Conduct quality reviews of customer interactions, case documentation, and support activities to ensure adherence to company standards.
  • Monitor compliance with established procedures, service commitments, and operational requirements.
  • Analyze performance trends and develop action plans to improve quality, consistency, and customer satisfaction.
  • Support audits, operational reviews, and continuous improvement initiatives.
  • Assist with the implementation of new technologies, processes, programs, and organizational initiatives.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of five (5) years of experience in customer service, service desk operations, technical support, or a related field.
• One (1) to two (2) years of leadership, team lead, coaching, mentoring, or supervisory experience preferred.
• Experience supporting customer-facing service organizations.
• Experience managing service levels, operational metrics, workforce management, or quality programs.
• Experience with managed print services, multifunction devices, service delivery operations, or related technologies preferred.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.
• Strong customer service, relationship management, conflict resolution, and problem-solving skills.
• Ability to lead and motivate teams in a fast-paced operational environment.
• Knowledge of Service Desk operations, service management principles, and customer support best practices.
• Ability to analyze operational metrics, identify trends, and make data-driven decisions.
• Strong organizational, analytical, and critical-thinking skills.
• Ability to collaborate effectively across multiple departments and levels of the organization.
• Working knowledge of ServiceNow, CXOne, SAP, Microsoft Office, and related business systems.
• Understanding of Konica Minolta products, solutions, service delivery processes, and support operations preferred.
• Ability to manage multiple priorities while maintaining a focus on customer and business outcomes.
• Successful completion of required Konica Minolta certifications within established timeframes.
• Occasional travel may be required.

Physical Requirements

• Ability to sit and work at a computer workstation for extended periods of time.
• Ability to perform work requiring close vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must have a suitable, dedicated remote work environment.