What are the responsibilities and job description for the EUC Team Lead/ Supervisor position at Avani Tech Solutions Private Limited?
Job Title: EUC Team Lead/ Supervisor
Location: 1138 Celebration Blvd., Celebration, FL 34747
Duration: 3-6 months contract with possible extension
PR: $46.40/hr on W2
Job Description
The EUC Supervisor provides support and leadership for a team responsible for the technology needs of staff with roles essential to the day-to-day operations of the client. On site
The EUC Supervisor leads a team of IT professionals providing priority response and resolution for IT incidents and requests.
Responsibilities
Location: 1138 Celebration Blvd., Celebration, FL 34747
Duration: 3-6 months contract with possible extension
PR: $46.40/hr on W2
Job Description
The EUC Supervisor provides support and leadership for a team responsible for the technology needs of staff with roles essential to the day-to-day operations of the client. On site
The EUC Supervisor leads a team of IT professionals providing priority response and resolution for IT incidents and requests.
Responsibilities
- Coordinate staffing and service delivery across assigned locations.
- Maintain appropriate levels of coverage.
- Proactively manage SLA requirements
- Ensure and review documentation of all work performed on behalf of customers.
- Build and maintain relationships with key client staff/managers to make sure service levels are meeting their needs and to handle any issues or concerns before they become an escalation.
- Take ownership of customer service related escalations
- Initiate, own and coordinate internal escalations of technical issues.
- Manage employee leave requests and PTO; ensure seamless coverage.
- Administer internal systems access and account provisioning.
- Supervise adherence to company and business unit policies and standards.
- Facilitate team meetings and coordinate communication amongst and between the teams.
- Assist with candidate screening, selection and onboarding.
- Participate in staff performance evaluations and progress reporting.
- Act as player coach; step in to plug gaps in coverage as appropriate.
- Represent the team in the larger organization as required.
- Facilitate and coordinate special event support.
- Identify opportunities to shift-left.
- 3-5 years of direct supervisory experience in the service delivery industry.
- 3-5 years of experience with large scale operations for IT field work.
- Superior customer service and people skills.
- Friendly and approachable demeanor and professional appearance.
- Enthusiasm, resilience, and a positive attitude.
- Well-developed sense of urgency and ability to multitask.
- Exceptional communication skills
- Attention to detail.
- Ability to juggle time and resources to meet or exceed expectations.
- Maintain professionalism under pressure.
- ITIL knowledge/experience a PLUS.
Salary : $46
