About this role
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. Employee Supervision Assist Managers with Setting Task Assignments & Priorities for Level I/II Actively Rotate Between Team/Queues – coaching/escalating for Level I/II Leading Team by Example – model behaviors & work practices Assist with Onboarding new hires & Cross-Training of Level I/II Assist Managers with Maintaining Staff Scheduling Success is measured against team performance % of ticket escalations CRM Management Actively Manage Issue Escalations during shift Provide Daily Shift Change Status Reports to Manager Review all open tickets with Manager in CRM during shift & assist with resource assignments when necessary Route unassigned tickets & act as liaison between receptionists & technician pool Success is measured against team performance % of ticket reopens Customer Management Meeting customer SLA’s Follow-up If Necessary or to Build Relationship Issue Survey and Drive Response Rate Review relationship & provide Sale Lead Opportunities when possible Success is measured against team performance % SLA compliance