Computer Client Support Supervisor
About The Position
The CCS Supervisor is responsible for leadership, operational oversight, and continuous improvement of Computer Client Support (CCS) analyst functions supporting 24x7 IT service delivery. This role ensures reliable execution of core production services while providing centralized oversight of quality, onboarding, training, and knowledge management initiatives across Technology Solution Center (TSC) teams. Operating within the Infrastructure & Operations leadership framework, the Supervisor balances daily service performance with risk management, compliance, people development, and cross-functional coordination to ensure IT services are delivered efficiently, consistently, and in alignment with enterprise standards.
Requirements
- Bachelors Degree in Computer Science or job-related discipline or equivalent experience
- 3 years experience in IT infrastructure, operations, or service management experience
Nice To Haves
- Experience in IT Service Desk or Contact Center operations
- ITIL, Six Sigma, or related certifications
- Experience supporting regulated or utility environments
- ITIL-Information Technology Infrastructure Library Manager certification
Responsibilities
- Oversee execution of CCSA and TSC core production services, ensuring work is performed accurately, securely, and in accordance with approved standards and controls
- Monitor operational performance against defined metrics to demonstrate efficiency and effectiveness on a monthly, quarterly, and yearly basis
- Serve as an escalation point for operational issues and ensure timely resolution through coordination with partner teams
- Provide centralized oversight for process quality monitoring, audits, onboarding readiness, training curriculum, and knowledgebase accuracy
- Champion continuous improvement of infrastructure processes, workflows, and service outcomes
- Lead, coach, and support analysts to deliver high-quality service and meet expectations
- Establish goals, metrics, and development plans; provide ongoing coaching and feedback
- Foster a collaborative, inclusive, and psychologically safe work environment
- Ensure operations comply with IT standards, governance processes, and regulatory requirements.
- Assess and escalate operational risks and support mitigation efforts.
- Build strong relationships across IT and with business partners
- Communicate operational status, risks, and improvement progress to leadership
Benefits
- discretionary incentive compensation programs
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Manager
