Supervisor, IRA I Support
Supervisor, IRA I Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Description:
Our supervisors are the first escalation points for leadership. They drive the day-to-day operations resource allocations and support our frontline staff. Our supervisors work closely with their teams to ensure our customers are getting a world class support experience by collecting and providing feedback to the staff reviewing key performance indicators to revise and create new process and procedures and drive personal development for our frontline staff.Key Responsibilities and Essential Job Functions
- Drives responses to customer cases and the correct routing of tickets.
- Monitors motivates and documents team and individual performance employee punctuality goals professionalism ensures policy and procedures are followed.
- Documents disciplinary issues.
- Provides consistent feedback during employees one on ones.
- Communicates team objectives progress of individual and team goals and new processes and procedures.
- Ensures proper training of new hires
- Creates and manages team schedules
- Oversees proper workloads handed off from shift to shift to ensure a great customer experience
- Primary escalation for single and multi-customer outages. Responsible for facilitating and communicating outage progress to both internal and external stakeholders
- Works with managers to design new process and procedures for:
- Customer experience
- First call resolution
- Team development
- Team efficiency and metrics
- Team projects status updates
Required Qualifications:
- 2 to 5 years experience in:
- 24/7 IT enterprise support environment
- Quality control
- Staffing
- Delegation
- Performance management
- Team building
- Giving feedback/ coaching employees
- Strong knowledge of IT best practices policies and procedures.
- Strong organizational time management and project planning.
- Excellent problem solving and critical thinking and decision-making skills under pressure.
- Experience resolving conflict (customer internal).
- Excellent verbal and written communications skills including phone etiquette writing and active listening.
- Strong attention to detail.
- Strong work ethic.
- Strong customer service and interpersonal skills.
- Ability to influence and lead and coach others.
- Effectively collaborates with peers to resolve cross-shift and departmental roadblocks.
- Positive attitude.
Preferred Qualifications:
- ITIL foundation familiarity with ITIL incident management mythology
- Experience with Change Management
- 3 to 5 experience applying troubleshooting techniques across various server application and network technologies including:
- Remote Desktop SSH FTP
- Microsoft Server Technologies
- VMWare and/or other virtualization technologies
- Linux (or other *nix platforms)
- VLANs ACLs IP subnets
- Networking and Switching concepts
- Load Balancing
- Firewall Configuration (Fortigate Cisco ASA)
- Disaster recovery
- Experience coordinating team building activities
Physical Requirements
- Requires use computer and keyboard usage
- Require extended periods of sitting or standing
- Requires heavy usage of phone
Base Pay Range: Annualized salary range offered for this position is estimated to be $75000 - $95000. However the actual pay range depends on each candidates experience location and qualifications.
Not meeting every single requirement No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If youre enthusiastic about this role and believe you have the skills and abilities that would make you successful dont hesitate to apply today!
Benefits of working at Flexential:
Medical Telehealth Dental and Vision
401(k)
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program
Benefits are subject to change at the Companys discretion.
EEO Statement: Flexential is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.
Required Experience:
Manager
Employment Type
Full-Time
