Support Desk Supervisor

JOB SUMMARY

The Support Desk Supervisor is a highly motivated, detail-oriented and solution-driven individual who understands that “Good Enough is Never Enough.” The Support Desk Supervisor is responsible for monitoring and managing a high volume of support tickets for our Service Delivery team that operates 24x7x365. The Support Desk Supervisor reviews alerts and escalates as needed, schedules onsite visits as required and ensures that customer communication is always completed. This role is responsible for delivering a very high level of customer satisfaction and that all Service Level Agreements (SLAs) are met or exceeded. Lastly, this role involves working with software platforms and partners to ensure that the proper tools are always available for use by the team and in some cases, customers. This is NOT a remote role, individual must be located in Rochester, NY.

ESSENTIAL FUNCTIONS

• Monitors Reactive tickets to ensure SLAs are met.
• Provides guidance and/or resources as needed to team members to ensure the success of a ticket.
• Escalates tickets to the appropriate resource as needed.
• Coordinates and supervises a team of Level 1 and Level 2 technicians.
• Ensures that minimum expected productivity levels of each team member are met on a daily/weekly/monthly basis.
• Provides coaching to continue developing each technician individually.
• Monitors performance objectives and key performance indicators for Level 1 and Level 2 Teams.
• Maintains and monitors all customer satisfaction (CSAT) tools and reviews all CSAT issues to determine root cause and to identify additional training opportunities.
• Guides and manages CSAT issues through appropriate escalation channels to a final and satisfactory resolution.
• Identifies and leverages resources and individuals to enhance the quality, efficiency, and effectiveness of services delivered.
• Demonstrates a passion for providing excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Ability to work on multiple priorities and/or projects simultaneously.

SUPERVISORY DUTIES

• Manages day-to-day activities of the Level 1 & 2 Teams whom of which are responsible for maintaining ticket SLA.
• Trains staff and evaluates employee performance and recommends or initiates promotions, transfers, and disciplinary action.

OTHER DUTIES

• Accomplishes all other duties and tasks as appropriately assigned or requested by the Service Delivery Manager and/or the CTO.

EDUCATION & EXPERIENCE

• Bachelors degree in Information Technology (IT) preferred.
• Three to five years of IT Service Desk experience required.
• CompTIA IT Fundamentals and/or A certifications preferred.
• Experience supporting Microsoft Office Suite and Windows Operating Systems.
• Experience with ticketing systems.
• Experience with utilizing and maintaining a documentation repository.
• Understanding of the ITIL framework and works towards improvements that align with that framework.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent customer service skills.
• Effective communication skills, both verbal and written.
• Excellent organizational skills.
• Basic troubleshooting skills required include ticket creation, issue triage, processing returns to vendor/partner and customer credits.
• Basic Active Directory and Microsoft 365 Administration Skills.
• Basic network knowledge of networks and network systems.
• Basic computer repair and diagnostic skills.

Brite is proud to be an equal opportunity employer.

Pay Range: $65,000 – $80,000 (based on experience)

If you are interested please email resumes to Delaney Roach – droach@brite.com