Support Supervisor

Navanta, LLC•Oklahoma City, OK

7h•Onsite

About The Position

The Support Supervisor works closely with the Support Manager and assigned Support Technicians to ensure the success of the Support department. This role involves overseeing the activities of Support Technical Specialists, providing training, reviewing tickets for quality, and handling client escalations. The supervisor will also monitor real-time events, communicate concerns to management, and ensure the team meets deadlines.

Requirements

Advanced understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
Advanced understanding of principles and theories of network systems and management.
Advanced understanding of Internet technologies and products.
At least four years of technical work experience or equivalent education/certifications.
At least four relevant technical certifications (e.g., A+, Network+ and Security+) or equivalent experience.
At least two years of employee management work experience.
Associate’s degree in computer science-related field.

Nice To Haves

Five or more years of technical work experience.
Five or more relevant technical certifications (e.g., A+, Network+ and Security+).
Five or more years of employee management work experience.

Responsibilities

Work with Support Technical Specialists to ensure adherence to departmental and company standards regarding the execution of their jobs.
Be willing to take ownership of and load balance additional Solutions Supervisory responsibilities with the other Solutions Supervisors (e.g., special teams, on-call rotation, onsite scheduling, subject matter experts, training programs, etc.).
Provide training on how to solve problems or tackle new challenges for Support Technical Specialists.
Review tickets currently assigned to Support team members for attentiveness, accuracy, and quality of service being rendered.
Host and attend meetings as necessary to communicate with and motivate staff.
Document monthly or bi-monthly job performance check-ins with team members.
Oversee activities of Support Technical Specialists to ensure proper and efficient completion of departmental work.
Be willing to take and work on tickets as necessary when the load or challenge gets too great for the Support Technical Specialists.
Be able and willing to take escalations calls from clients who wish to speak with a supervisor – hearing their concerns, empathizing with the situation, and working towards an agreeable solution with the client.
Monitor real-time events and multi-task between various concurrent activities.
Successfully relay concerns and suggestions from Support Technicians to Support Manager.
Ensure Support Team is working to meet (or exceed) deadlines on assigned tasks set with the Solutions Team.
Perform related work as required.