Mattress Firm Service Desk Supervisor in Houston, Texas

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Service Desk Supervisor


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The Service Desk Supervisor is responsible for upholding the standard service level agreement, as well as the support lifecycle that governs ticket resolution, escalation and communication processes to ensure the highest quality of service to business partners. This individual will align the support team with department goals to provide superior customer service and proactively decrease call volume through root-cause analysis and remediation.

Key Responsibilities:
• Provide excellent Customer Service • Drive a culture of continuous improvement, accountability and execution • Coordinate, supervise and accountable for daily, weekly, monthly activities of team members • Conduct one on one coaching sessions with team members monthly, quarterly and yearly • Provide coaching, motivation, training and feedback to team members, including formal corrective action • Conduct annual performance reviews for team members • Assists with the execution of projects, work assignments, and workloads for support personnel ensuring adherence to departmental policy and procedures
• Provide reports on Service Desk activities, performance, and operational issues • Uphold the standard service level agreement as well as support lifecycle that governs ticket resolution, escalation and communication processes • Conduct 4 ticket audits per team member each period • Implement methods of monitoring customer service and receiving feedback from partners which include monitoring calls to ensure they are handled in a professional and efficient manner, auditing completed service requests, and compiling reports on customer service feedback surveys. • Research and implement support call reduction plans by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as emails or walk-ins) • Adjust resources as needed to ensure minimum call wait time, and providing solutions to reduce recurring support requests or complaints • Supervise daily operation of the Service Desk • Efficiency and effectiveness of operations, making sure goals and objectives are met • Build Service Desk schedules • Provides training, coaching and motivation to service desk partners • Coordinates and supervises execution of projects, work assignments and workloads for Service Desk, ensuring adherence to departmental policy and procedures and provides reports on Service Desk activities, performance and operational issues • Oversee onboarding curriculum and process for Service Desk new hires • On call support to assist Service Desk and business partners • Assist management with performance reports/reviews of Service Desk • Oversees Support Technician daily productivity • Maintain confidentiality of sensitive information

Knowledge Requirements: • Microsoft Office Products • Remote access software • Broad knowledge of hardware and software systems • Ticketing System • VPN • Remote Desktop • Exchange/Active Directory • Microsoft Dynamics AX • Telephony, Internet and wireless • Mobile Devices • Basic math • Microsoft Office Suite • Help Desk Ticketing System • Support Life Cycle • Professional Certification preferred o ITIL o PMP o IT (CompTIA, MSFT)

Professional Experience • 4+ years technical support experience • 4+ year customer service experience Retail and/or Technology background preferred

Education/Training • High School diploma or general education degree (GED), three years or more related experience or training; or equivalent combination of education and experience • Ability to read and interpret reports, documents such as safety rules, maintenance instructions, and procedure manuals. • Ability to prepare reports and correspondence