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. Key ResponsibilitiesEmployee SupervisionAssist Managers with Setting Task Assignments & Priorities for Level I/IIActively Rotate Between Team/Queues – coaching/escalating for Level I/IILeading Team by Example – model behaviors & work practicesAssist with Onboarding new hires & Cross-Training of Level I/IIAssist Managers with Maintaining Staff SchedulingSuccess is measured against team performance % of ticket escalationsCRM ManagementActively Manage Issue Escalations during shiftProvide Daily Shift Change Status Reports to ManagerReview all open tickets with Manager in CRM during shift & assist with resource assignments when necessaryRoute unassigned tickets & act as liaison between receptionists & technician poolSuccess is measured against team performance % of ticket reopensCustomer ManagementMeeting customer SLA’sFollow-up If Necessary or to Build RelationshipIssue Survey and Drive Response RateReview relationship & provide Sale Lead Opportunities when possibleSuccess is measured against team performance % SLA complianceSkills, Knowledge & ExpertiseEducation:Preferred - Associate’s degree in Information Technology or a related fieldMandatory - High School diploma or equivalentMinimum Experience:7+ years of experience in IT working as a lead/senior IT support role or engineerCertifications:Minimum (2): A+, Network+, Server+, Security+, etc…Minimum (1): MCSE, CCENT/CCT, VCP6Expertise:Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoringTechnical 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 growthHighly self-motivated & directedKeen attention to detailProven analytical and problem solving abilitiesAbility to effectively prioritize and execute tasks in a high pressure environmentExceptional customer service orientationStrong oral and written communication skillsWorking ConditionsMonitoring 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.About IronOrbitAt IronOrbit, we're more than just a technology company - we're a fully integrated Information & Communications Technology partner. As a Specialized Cloud Services Leader, we're dedicated to helping businesses across major industries and verticals plan, deploy, and fuel their digital transformations.IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.

Heads-up

IT Support Supervisor

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

Casey Botts

Casey Botts

About Shield Technology Partners:

shieldtp.com

Admin access needed

Payment confirmed

A member of the Torre team will contact you shortly