Technical Support Supervisor

BankOnIT • Tulsa, OK

18h • 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.

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 with regard to 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
• 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.
• Ensure Support Team is working to meet (or exceed) deadlines on assigned tasks set with the Solutions Team
• Perform related work as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 101-250 employees