IT Support Supervisor

IT Support SupervisorDepartment: Managed ServicesEmployment Type: Full TimeLocation: IronOrbit - RemoteCompensation: $80,000 - $90,000 / yearDescriptionSupervises 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:o Preferred - Associate's degree in Information Technology or a related fieldo Mandatory - High School diploma or equivalentMinimum Experience:o 7+ years of experience in IT working as a lead/senior IT support role or engineerCertifications:o Minimum (2): A+, Network+, Server+, Security+, etc...o 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 Conditions