What are the responsibilities and job description for the Supervisor Technical Support position at Cedar Fair Entertainment?
Overview:
Responsibilities:
Qualifications:
We are seeking a dedicated and experienced Technical Support Supervisor to oversee and manage the technical support operations across multiple theme parks and corporate locations. This role involves leading a team of technical support specialists to ensure seamless operations, timely issue resolution, and exceptional guest experiences. The position also includes providing technical support to executive positions, ensuring their needs are met effectively and efficiently. The ideal candidate will have strong leadership skills, technical expertise, and a passion for delivering high-quality support in a dynamic and fast-paced environment.
Responsibilities:
- Supervise and coordinate the technical support team across multiple park locations.
- Provide high-level technical support to executive positions and ensure their systems are fully operational.
- Monitor and evaluate team performance, providing coaching and training as needed.
- Troubleshoot and resolve escalated technical issues related to park operations, attractions, and IT systems.
- Collaborate with park management and other departments to address technical challenges and improve processes.
- Develop and implement strategies to enhance support efficiency and guest satisfaction.
- Maintain up-to-date knowledge of park technologies, attractions, and systems.
- Maintain and continuously improve technical documentation to ensure accuracy and accessibility for users and support staff
- Prepare and present performance reports to senior management.
- Ensure compliance with company policies, safety standards, and industry regulations.
Qualifications:
- Associate's degree in a related field is required; a bachelor's degree is preferred.
- Proven experience in technical support or a related field, preferably in the theme park or entertainment industry.
- Knowledge of Atlassian products (Jira Software, JSM, Confluence) is preferred.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Proficiency in relevant technical tools and software.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
Preferred Skills:
- Familiarity with theme park operations and attractions.
- Knowledge of IT systems, hardware, and software used in the entertainment industry.
- Experience in customer service and guest relations.
- Strong customer service orientation and the ability to build positive relationships across the organization.
- Understanding of SLA’s (Service Level Agreements) and ticketing metrics.
