IT Support Supervisor

Key Responsibilities

•  Assist Managers with Setting Task Assignments & Priorities for Level I/II 
• Actively Rotate Between Team/Queues – coaching/escalating for Level I/II 
• Leading Team by Example – model behaviors & work practices 
• Assist with Onboarding new hires & Cross-Training of Level I/II 
• Assist Managers with Maintaining Staff Scheduling 
• Success is measured against team performance % of ticket escalations

• Actively Manage Issue Escalations during shift 
• Provide Daily Shift Change Status Reports to Manager 
• Review all open tickets with Manager in CRM during shift & assist with resource assignments when necessary 
• Route unassigned tickets & act as liaison between receptionists & technician pool 
• Success is measured against team performance % of ticket reopens

• Meeting customer SLA’s 
• Follow-up If Necessary or to Build Relationship 
• Issue Survey and Drive Response Rate 
• Review relationship & provide Sale Lead Opportunities when possible 
• Success is measured against team performance % SLA compliance

Skills, Knowledge & Expertise

• Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring
• Technical Skills must exceed that of Level I and Level II support staff.
• Experience and able to present examples of leading teams & empowering team members to achieve professional growth
• Highly self-motivated & directed
• Keen attention to detail
• Proven analytical and problem solving abilities
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Exceptional customer service orientation
• Strong oral and written communication skills

Working Conditions