Help Desk Supervisor

Description: Job Summary: Manage escalated issues to resolution. Ensure a high level of customer satisfaction. Maintain a technical on-call schedule and timely responses to escalations both during normal business hours and after hours. Drive promotion of proactive mindset, SLA compliance. Implement new solutions, strategies, and processes to improve efficiencies. Support strategic initiatives and provide general direction on non-routine projects. Provide input to improve the stability, security, efficiency, and scalability of systems. Ensure the Service Support team has the knowledge and training required to perform daily functions. Guarantee a safe, secure, and legally compliant work environment. Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities. Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.?? Requirements: Required Skills/Abilities: Strong technical aptitude including excellent trouble shooting skills. Excellent organizational and time management skills with the ability to multi-task. Ability to break down complex issues and develop root cause analysis and solutions. Ability to communicate effectively (both verbally and in writing). Highly motivated self-starter, able to lead initiatives as well as contribute as a team member. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Must be willing to commute and work in the Charlotte Area (28213). Education and Experience: 5+ years previous experience in IT operations environment. Proven Leader with history of talent development. Experience communicating and reporting to Senior Leadership. Knowledge and understanding of network infrastructure including cloud, VoIP/Telephony, and applications. Experience with network monitoring systems configuration and maintenance. Experience with technical writing and document management/control practices. Physical Requirements: Prolonged periods of sitting or standing at a desk and working on computers. Must be able to lift 15 pounds at times. OneCLoud Support team is a 24/7/365 operation. Employees must be willing and able to work non-standard hours and perform on-call duties; including evenings, overnight, holidays, weekends. This position requires a passing score on the SSCA® Certification test (course and associated tests will be supplied by OneCloud and can be reviewed at the following link https://www.thesipschool.com/courses/view)