IT Support Supervisor
Full Time $80,000 - $90,000 / yearJob Overview
Supervises the day-to-day operations of the IT Services Support Team. Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to Engineering team. Creates and maintains support documentation & adheres to department processes & procedures (SOP’s). Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. Assists Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.
Key Responsibilities
Employee Supervision
- 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
CRM Management
- 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
Customer Management
- 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
Education:
o Preferred - Associate’s degree in Information Technology or a related field
o Mandatory - High School diploma or equivalent
Minimum Experience:
Minimum Experience:
o 7+ years of experience in IT working as a lead/senior IT support role or engineer
Certifications:
o Minimum (2): A+, Network+, Server+, Security+, etc…
o Minimum (1): MCSE, CCENT/CCT, VCP6
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