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Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. Job requires occasional after hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.
Job Description
IT Support Supervisor
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $80,000 - $90,000 / year
Description
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.
This position will work a standard schedule of Monday - Friday from 11:00AM - 8:00PM EST, with some exceptions to this schedule on an as-needed basis.
This position will work a standard schedule of Monday - Friday from 11:00AM - 8:00PM EST, with some exceptions to this schedule on an as-needed basis.
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
Working Conditions
Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. Job requires occasional after hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.