Description

Job Summary:

The IT Support Supervisor is responsible for leading a team of IT support specialists to deliver IT support of continuous business operations 24/7/365, while ensuring exceptional customer service is maintained and all service level agreements are met. They do so by, providing direction to staff, establishing work priorities, and evaluating proposed solutions to ensure the work contributes to achievement of business and IT objectives.

Essential Functions:

• Work cross-functionally with other IT departments for timely escalation of tasks

• Provide direction to staff, establish work priorities and ensure a smooth transition of work between shifts

• Ensure the team commitments are tracked, managed, and meet or exceed expectations while maintaining a high quality of service

• Perform supervision, including hiring, conducting performance reviews, setting performance goals, developing subordinates, and managing performance and corrective action

• Ensure tickets are properly documented and knowledge articles are written to document solutions and processes • Prepare and facilitate change control meetings

• Stay abreast of advancements in End User processes and technologies

• Ability, with support from the direct manager to coach and train staff to have a high level of expertise in their work

• Ability to handle multiple tasks simultaneously while managing a team

Expected Results of Position:

We measure the performance of the team based on the level of service to customers and the efficiency by which we deliver that. Key metrics include:

• SLA: Ensure timely resolution and timely response times throughout escalated cases

• FCR: Maximize portion of cases resolved on first call.

• CSAT: Enhance customer satisfaction with level of service provided by agents

• AHT: Minimize level of effort required to resolve issues - both by customers and by our agents.

• People Management: Ensure agents are attending their shifts, perform their duties, improve their performance, continually enhance their knowledge, improve their skills and enjoy their work.

The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Requirements

Qualifications:

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience

• 3-5 years’ experience in customer service role providing technical support

• Managed Service Provider experience, preferred

• ITIL Certified

• IT-related certifications (CompTIA A , Network , Server , CCNA or Microsoft) preferred

• Experience managing employees

• Experience using service management system for issue tracking

• Some experience with LAN, WAN, internet and other communication technologies

• Basic knowledge of telecom acronyms, terms, and concepts.

• Working knowledge of Microsoft Outlook, Word and Excel

• Above average desktop/ laptop/ network/ hardware/ software/ application troubleshooting skills

• Basic knowledge of Microsoft Server Technologies, VMWare; experience preferred

• Basic knowledge of Windows Operating Systems, Active Directory, O365; experience preferred

• Strong customer service focus and ability to interact with people at all levels in the organization

• Ability to learn and integrate new technologies in an ever-changing / fast paced environment

• Excellent organizational skills, concern for accuracy and attention to detail

• Self-motivated with a strong aptitude and desire to learn

Physical Demands & Working Conditions:

• Office environment

• Flexibility to work off hours, including nights, weekends and holidays

• Occasional travel

Information Security:

To protect the security of Involta and its customers, it is necessary that this position perform duties in a security conscious manner, and protects the privacy and confidentiality of company assets including but not limited to, networks, business information and customer data. All Involta employees are held accountable for the security of their specific job-related activities in accordance with company policy. Any Involta employee who willingly and deliberately violates company policy will be subject to disciplinary action up to and including termination of employments and/or civil or criminal legal action.

Involta is an Equal Opportunity Employer