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Wachter is accepting applications Help Desk Night Shift Supervisor for the 9:00 PM – 6:00 AM shift.
The WTS Help Desk Night Shift Supervisor is responsible for overseeing the overnight operations of the Help Desk team and ensuring high-quality support for customers during non-business hours. This role provides hands-on leadership to the L1 Help Desk team, ensuring incidents and service requests are handled efficiently while maintaining clear communication, proper escalation, and adherence to operational procedures.
The Night Shift Supervisor works closely with Help Desk Management to support team performance, maintain operational continuity between shifts, and promote ongoing process improvement within the Help Desk environment.
Roles and Responsibilities:
Operational Management
Oversee the day-to-day operations of the overnight Help Desk shift.
Ensure incidents and service requests are prioritized, assigned, and resolved in accordance with service expectations and internal procedures.
Maintain shift documentation and ensure compliance with Help Desk policies and processes.
Technical Support & Escalation
Provide hands-on technical support when necessary and assist team members with troubleshooting complex issues.
Maintain working knowledge of all Help Desk tools, systems, and processes used by the team.
Coordinate escalations appropriately and ensure critical issues receive timely attention.
Team Leadership
Lead by example and provide real-time guidance, support, and coaching to team members during the shift.
Foster a positive and collaborative team environment.
Support the Help Desk Supervisor in training initiatives and skill development for team members.
Communication & Shift Handoff
Maintain clear and timely communication with the Help Desk Supervisor regarding issues, escalations, and operational status.
Provide comprehensive shift turnover documentation to ensure continuity between shifts.
Ensure important updates, incidents, and operational notes are clearly documented.
Process Improvement & Coordination
Support operational initiatives and process improvements led by Help Desk Management.
Monitor team performance and identify opportunities to improve efficiency and service quality.
Assist with coordination of projects and operational changes impacting the Help Desk team.
Core Competencies
Strong communication and documentation skills
Effective time management and prioritization
Ability to lead and motivate a team in a fast-paced support environment
Strong problem-solving and conflict resolution skills
Attention to operational detail and process adherence
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