Service Desk Supervisor

The Service Desk Supervisor is responsible for leading the day-to-day operations of our Contact Center and ensuring the team delivers timely, high-quality support. This role oversees Help Desk staff performance, workflow, and service delivery while promoting a positive, engaged, and accountable team culture. As a working supervisor, this position may also provide case management and administrative support as needed., * Lead daily operations of the Help Desk and Contact Center to ensure consistent, high-quality service delivery

• Supervise and support Help Desk staff, including scheduling, attendance, performance management, and adherence to policies
• Provide coaching, feedback, and development opportunities to drive individual and team performance
• Oversee ticketing workflows, case management processes, and service response times to meet established SLAs
• Monitor workload distribution and adjust resources to maintain productivity and service levels
• Identify opportunities to improve processes, workflows, and operational efficiency
• Support hiring, onboarding, and training of Help Desk team members
• Provide hands-on case management support, including tracking and resolving service tickets as needed
• Monitor and report on key performance metrics, trends, and service outcomes
• Coordinate with vendors and subcontractors to support service delivery and issue resolution
• Collaborate with internal teams to support customer needs and operational goals
• Ensure compliance with company policies, procedures, and service standards
• Perform additional duties as needed to support business operations

The ideal candidate brings strong leadership skills, a customer-focused mindset, and experience managing service or call center teams in fast-paced environments., * Team leadership and performance management

• Contact center and service operations management
• Customer service and client experience focus
• Workflow optimization and operational efficiency
• Case management and ticketing systems
• Resource planning and workload management
• Problem-solving and decision-making
• Cross-functional collaboration
• Coaching, mentoring, and employee development
• Service level agreement (SLA) management
• Data tracking, reporting, and performance metrics
• Professional communication and conflict resolution, * Associate degree or equivalent professional experience
• 4-5 years of experience in call center, help desk, or service operations, including at least 2 years in a supervisory role
• Experience leading customer service or technical support teams
• Strong organizational, decision-making, and problem-solving skills
• Excellent communication and interpersonal skills, with a strong customer service orientation
• Proficiency with business applications and multiple operating systems
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting recruiting, hiring, onboarding, and team development

Preferred Qualifications

• Bachelor's degree
• Experience with service management or call center platforms (e.g., Salesforce or similar)
• Experience overseeing technical support teams
• Knowledge of AV managed services or related technical environments

• Competitive compensation plan.
• Health, dental, and vision benefits.
• 401(k) retirement plan with match.
• up to 3 weeks of Vacation and 7 days of Sick time off, both prorated
• 10 Paid Holidays.
• 8 hours to volunteer on your favorite cause.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.

Avidex is a leading player in the audiovisual and IT integration industry, delivering cutting-edge solutions to a diverse range of clients. We pride ourselves on innovation, technical expertise, and a commitment to excellence. As we continue to expand, we are seeking a highly skilled and experienced Service Desk Supervisor to join our dynamic team in the Cary, North Carolina area.