Job description

IT Customer Service & Support Center Supervisor

Position Description :

The IT Support Center Supervisor leads and supervises the day-to-day operations of technical support service representatives.

This includes providing direction & support for their daily work activity which includes not only the quantity but also the quality of their work and the services provided to the customer.

The ideal candidate must possess strong interpersonal skills, a good balance of supervisory & technical experience including basic understanding of how computers and networks operate the ability to think quickly in pressure situations, and the knowledge of where to look for answers, which may not necessarily be accessible right away.

The candidate will also assist with call overflow as needed to ensure SLA’s are being met.

Essential Duties / Responsibilities :

• Respond to telephone calls, email and requests for ticket routing & escalations in a fast, friendly manner and have the ability to explain technical situations
• Act as a supplemental resource for handling escalated customer issues generated via phone or email.
• Provides second tier support, for incident, and problem management to end users on technical support issues.
• Prepares formal reports and presentations for monthly client meetings.
• Produce and maintain technical documentation in support of account and agent activities.
• Candidate should have at least 2 years’ experience supervising others.
• Guide support analysts on technical & service issues for resolution.
• Communicate with client contacts on a regular basis.
• Provide training to new hires and support analysts.
• Take calls as needed and in the event of outages or when SLA’s are in jeopardy. Any & all other duties as per assigned.

Required Skills :

• Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
• Attention to detail and ability to multi-task talking to customers while performing technical computer work.
• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
• Ability to demonstrate a solid understanding of basic network components and concepts
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving / analytical abilities
• Strong commitment to quality customer service
• Ability to work independently as well as willing to follow direction and best practices
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments
• Attention to detail and ability to multi-task talking to customers while performing technical computer work.
• Ability to follow defined processes & procedures.
• Candidates must also be able to work any shift, holidays, and weekends
• Demonstrate ability to supervise, lead and direct employees, 2 years previous supervisor experience preferred.
• Be highly proficient in Microsoft Office, particularly Excel & Power Point.
• Ability to manage multiple tasks and priorities.
• Strong analytic & problem-solving skills

Experience / Education :

• One to Two years previous supervisory experience, preferably in a call center or technical support center environment.
• Two or Four-year degree in IT-related field, or equivalent experience in a Technical Support / Help Desk environment is a plus.

Last updated : 2024-04-23