IT Support Supervisor
About The Position
This role is responsible for supervising a team of technical support professionals, including assisting the Manager with hiring, training, development and overseeing all aspects of team performance. In addition to personnel management tasks, the IT Support Supervisor will also be responsible for balancing the workload of their team to ensure efficient and effective support delivery. This person will be responsible for the day-to-day management and quality of incidents and activities that are required to be completed. The IT Support Supervisor will play a key role in ensuring that the organization delivers high-quality IT support and services, and continuously improves its support capabilities.
Requirements
- 5-8 years experience required in relevant technology functions
- Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset, Ability to be thrive in the face of ambiguity and challenge, Drive to do the right thing, leading with respect and humility, Servant Leader, Strong verbal and written communication skills
- BS/BA in Computer Science or similar technical field or equivalent experience
Responsibilities
- Responsible for providing training and coaching to improve the performance of support agents, as well as conducting weekly one-on-one meetings with them.
- Coordinates and/or performs testing of modifications and/or develops training & education tools and materials, as needed.
- Assists users with understanding enterprise product solutions and/or business-supporting processes.
- Quickly learns new areas and/or needs of the business to provide superior support as business needs change.
- Responsible for collecting and analyzing ticket management and scheduling data and will use that information to identify areas for improvement and make recommendations to optimize these processes.
- Includes monitoring quality control metrics and analyzing abnormal ticket processing trends to identify areas for improvement and optimize support processes.
- Quickly recognize arising issues and identify potential solutions and engage teams as needed
- Ensure that Service Level Agreements (SLAs) are met and implement metrics to track and exceed SLAs.
Benefits
- Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!
- Professional and Personal Growth
- Multiple avenues to grow your career
- Training and development programs available
- Tuition Reimbursement benefits (for FT Colleagues)
- Health and Wellness
- Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- Savings and Retirement
- 401(k) retirement plan with company-matching contributions
- Work-Life Balance
- Vacation days & sick days
- Company-paid holidays & floating holidays
- A company mindset that prioritizes health, safety, and flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
