Position Summary

The supervisor is responsible for managing the daily operations of their team, focusing on triaging and addressing incoming issues or routing requests to the appropriate support teams, ensuring excellent customer service. The role includes training and supporting team members, resolving issues, and acting as the main escalation point for incidents or requests. Additionally, the supervisor is involved in continuous improvement processes such as performance assessment, report creation, metrics monitoring, and documentation.

Job Responsibilities

• Team Management: Oversee day-to-day activities, prioritize support, delegate work, monitor, and report trends, including security incidents, and ensure efficient service delivery using IT support specialists.
• Escalation Point: Act as a high-level resource and the main escalation point for customer service-related issues.
• Inventory Tracking: Assist with monitoring and tracking inventory for the Information Technology cost center.
• Process Improvement: Collaborate with IT leadership to identify and implement process and workflow improvements to enhance efficiency, user satisfaction, and service quality.
• Work Process Monitoring: Monitor, analyze, and suggest improvements to work processes for better efficiencies, keeping the knowledge library updated for optimal customer and team experiences.
• Collaboration: Work with other IT departments to ensure timely resolution of all service tickets.
• Quality Assurance: Perform Quality Assurance on customer incidents onsite or remotely, ensuring Service Level Agreements (SLAs) are met.
• Audiovisual Coordination: Coordinate and schedule audiovisual setups and video conferencing support.

Required Skills

• Education: High school diploma or equivalent; additional certifications or relevant education is a plus.
• Experience:
• IT Enterprise experience preferred.
• .
• Minimum one year of supervisory experience managing staff and projects.
• Technical Skills:
• Proficiency in using a ticketing system to manage support requests and monitor trends.
• Strong technical troubleshooting skills with hardware and software issues.
• Understanding of help desk processes and service management principles.
• Management Skills:
• Ability to manage multiple priorities and work independently or as part of a team.
• Capacity to perform in high-pressure situations with strong organizational and time-management skills.
• Supervisory skills, including the ability to motivate, develop, and empower team members.
• Physical Requirements: Ability to lift up to 30 pounds.
• Availability: Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday.

Job Type: Contract

Pay: From $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Ocoee, FL: Relocate before starting work (Required)

Work Location: On the road