Service Desk Supervisor

Descriere Job:

Sun Life Financial of Canada
Sun Life Financial is a leading global financial services organisation with 150 years’ experience. We provide a diverse range of wealth accumulation and insurance products. You'll find us just about everywhere including Canada, US, UK, Hong Kong, Philippines, Japan, Indonesia, India, China and Bermuda.

In Ireland, Sun Life Financial is based in the vibrant city of Waterford in the sunny South East. Currently employing just under 400 people, our Waterford office provides Software Development, Business Administration and Technical Service Desk support to Sun Life employees in English and French on a 24/7/365 basis.

The Service Desk was awarded Best Technical Support Centre in the Irish Contact Centre and Shared Services awards for both 2014 & 2015 which we are very proud of.

As well as being an award winning Service Desk, Sun Life Ireland was placed in the Top 50 Places to work in 2012, as well as receiving recognition from Chambers Ireland Corporate Social Responsibility awards for our work within the community.


Title Service Desk Supervisor (Bilingual French)
Reporting To: Service Desk Operations Manager

We are excited to announce that we have a vacancy for a Service Desk Supervisor to join our team.
We are looking for a Service Desk Supervisor to assist the Service Desk Operations Manager with the day to day running of the Desk; including consistently meeting all Service Desk KPI’s, being an advocate for the Service Desk mission statement “Always available to support your IT needs in a helpful, friendly and knowledgeable way – to get you back on your feet as quickly as possible” and continually supporting the development and motivation of their team in a cross-functional environment within all levels and organizational units.

If you enjoy challenging tasks and developing individuals and teams, operating within a high performance culture, then this is the job for you


Key Tasks:
• Liaise with management to oversee the fulfilment of daily tasks and demonstrate appropriate sense of urgency for email response times and phone service levels.
• Being involved in the recruitment and training of the team
• Coach & mentor agents to ensure they meet the required performance standards, implement personal development plans where appropriate
• Create a high performing team who effectively contribute to an outstanding customer experience
• Assume full ownership of the teams’ results by measuring performance, providing feedback and holding Service Desk agents accountable for their work
• Deputising for Service Desk Manager
• Conduct monthly 1 to 1’s with team members
• Communicate effectively in both one to one and group sessions, also being able to give and receive feedback.
• Manage complaints, queries and any other correspondence required within the team efficiently and effectively.
• Identify, research and push for resolution on technical issues affecting internal and external customers.
• Continually support the communication and training of new services and/or partake in continuous improvement projects on an on-going basis.
• Maintain a positive and professional demeanour and portray the company in a positive light.
• Provide after hours on-call support for the Service Desk on a rotational basis.
• Embrace differences, encourages diversity and changes within the Service Desk.
• Be available to provide Service Desk back-up in situations including absence cover, BCP and rollouts.