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Full-time
associate degree, bachelor degree, professional certificate
Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Coverage, Health Savings Accounts
Posted 44d ago
~40 hrs/week
Responsibilities
Supervise the daily operations of the Service Desk and Triage teams to ensure high-quality customer support and ticket resolution. Partner with leadership to develop SOPs, provide staff coaching, and manage technical escalations to ensure customer success.
Requirements
Requires 5+ years of experience in a NOC or Service Desk environment with at least 2 years of leadership experience. Proficiency in Microsoft O365, Intune, and SCCM is required, along with experience using ticketing and RMM tools.
Full job description
UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suite of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com.
This is a full-time position located in Miramar, FL.
Service Desk Supervisor
The Service Desk Supervisor will supervise the day-to-day functions of the UDT Service Desk and Triage teams to ensure accurate support and customer service is provided to UDT customers. The SD Supervisor will be the first point of contact for team members to obtain high-level technical guidance on customer interactions. Partnering with MSP Leadership, develop and maintain common Standard Operating Procedures (SOP) and continuously train your staff. Routinely provide coaching and feedback to individual team members to provide guidance on adhering to common or unique SOPs. In addition, deliver constructive feedback to enhance individual job performance. You will partner with departmental peers, Service Delivery Managers, and Customer Success Managers to resolve escalations timely and efficiently through your team. By being energetic and self-driven, you understand the customer and their use cases and work to be a trusted partner.
Responsibilities
Supervise the service desk team’s daily activities around ticket creation, escalation, and resolution.
Serve as the first point of escalation for your team to address customer problems and drive towards a permanent
resolution.
Ensure all team members are following SOPs and receiving feedback and coaching to continuously improve customer interactions.
Review team member Key Performance Indicators (KPIs) and other reporting to proactively identify trends that may need to be addressed
Complete weekly one on one’s and team meetings to provide individual and group feedback on performance.
Ensure the team has all necessary tools, access, and training for UDT and customer environments.
In the event of a customer escalation, be the customers first level advocate, quickly identify and engage other UDT resources and leadership to assist.
Communicate frequently and clearly with leadership to relay various situations. Customer impacts, employee concerns, needed process enhancements.
Foster a culture of customer-first service, continuous improvement, and professional growth among team members following ITIL and ITSM best practices.
Routinely review customer ticket history to identify chronic incidents and begin the process to utilize the resources available to provide a permanent resolution.
Be a part of new customer onboarding to ensure customer needs fit into standard SOPs. Identify when standard
SOPs may need to be modified to ensure customer success and engage leadership to ensure modifications can be accommodated.
Prepare various reports that will assist in investigations of customer engagements or to identify sources of issues or concerns presented by customers.
Supervise the team to achieve/exceed annual customer happiness targets and other defined Key Performance Indicators
Other Duties as assigned
Qualifications & Experience
5+ years of proven experience working in a NOC, Service Desk, or Engineering team. Working closely with customers or end users.
2+ years leading team members directly or indirectly
3+ years with general Helpdesk/Service Desk tools:
Remote Access applications
RMM solutions
Working in and reporting from a ticketing system is a requirement. ConnectWise, MSPBots, and various monitoring system knowledge is a plus.
Experience utilizing KPI reporting is a plus to identify trends that require department adjustments to address the trends and increase customer satisfaction.
Proven ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast-moving environment.
Proficiency in Microsoft O365, Intune, SCCM, and other backend technologies supporting end users is required
Demonstrated ability to manage and resolve various technical issues, and to guide others in problem-solving.
Customer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams.
Strong communication skills and technical aptitude to enhance customer engagements.
Excellent organizational, analytical, and decision-making skills.
Education
An associate or bachelor’s degree in information technology or business is a plus.
Relevant certifications such as ITIL, Microsoft, Network +, A+, CCNA, are highly desirable.
Any other certifications or professional development units (PDUs) are a plus.
Travel
Travel is less than 25% primarily to customer sites
Working Conditions
Primarily in the Miramar Corporate office, but some remote working options are available
Required to be in the office at least 3 days per week
Office setting with sitting for extended periods of time.
Ability to lift 25lbs
What UDT offers you
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.
Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status
UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides flexible and interoperable services, including mobility, cloud, collaboration, data, cyber security and software and IT as a service. The company also provides technical, professional and managed services. Accomplish more with UDT.
Our purpose and passion is to radically energize our clients’ performance, mitigate their technology risk and speed time to value. We exist to create seamless experiences and competitive advantages for enterprises investing in their future.
In our impassioned focus to deliver high value for our clients, we are a team driven by smart business sense, critical thinking, unconventional problem-solving, hard work, and old-fashioned ethics. When we say the client comes first, those aren’t just empty words: we prioritize you and build long-term relationships based on trust, results and the relentless pursuit of excellence.
We understand that you need to invest in technology to meet your specific business needs – and that means having the right level of skills to ensure that technology is put in place so that it delivers what it was intended to deliver. Our comprehensive services and solutions will assist your IT teams with the successful implementation of your technology. We have the consulting skills and technical expertise to deliver end-to-end, multivendor solutions across your entire enterprise.
We are privileged to offer transformational solutions that: clients adopt to advance their missions; partners recognize as industry leading; employees are proud of; community benefits from.
Offices: 2900 Monarch Lakes Blvd, 303, Miramar, Florida 33027, US · 615 Main Street, Suite 113, Nashville, Tennessee, US · 9436 Southridge Park Ct, Orlando, Florida 32819, US · 1621 Metropolitan Blvd, Suite 102, Tallahassee, Florida 32308, US · 14042 N.W. 82nd Ave., Miami, Florida 33016, US
CloudManaged IT ServicesCybersecurityNetwork InfrastructureConnectivityVoice SolutionsEndpoint Lifecycle ServicesHardwareSoftwareLicensing
Based on 2614 listings with disclosed salaries, most technology jobs in Florida pay between $76k–$196k per year. Individual offers vary with seniority, company size, and specialization.
How many Technology jobs are open in Florida right now?
There are currently 6,341 open technology positions in Florida listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Florida?
Companies currently hiring include Northrop Grumman, Northrop Grumman Mission Systems, Inc., L3Harris Technologies, AgileEngine, University of Miami Health System-Uhealth, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Florida?
Yes — 2482 of the 6341 open technology positions offer remote or hybrid work (1079 remote, 1403 hybrid).
How do I apply for Technology jobs in Florida?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.