What are the responsibilities and job description for the Service Support Lead position at Envera Systems?
The Service Support Lead role is responsible for the administration of the support staff and credential sales. Works in close partnership with the Field Service Leadership. Reports to the Sr. Service Manager.
Duties and Responsibilities:
- Supervise Service Support and Credential teams.
- Ensure work orders are opened and assigned to the Service Coordinators
- Processes or oversees the credential ordering to ensure all orders are fulfilled.
- Develop, implement, and track team workflows.
- Communicate with external customers as needed.
- Serve on cross-departmental teams and committees as assigned.
- Perform special projects and other duties as assigned.
- Train and support Service Support team in remote troubleshooting procedures and processes.
- Work ISP cases for Envera supported sites.
- Coordinate with other departments as necessary.
- Cover line staff vacations, sick days, etc. as necessary
Skills and Specifications:
- Excellent communication skills (both oral and written).
- Computer literate and proficient with Microsoft Office Suite and other Web-Based Programs.
- Detail oriented.
- Ability to work independently.
- Well-built skills in organization, prioritization and time management.
- Work in fast-paced environment with changing priorities.
- Work efficiently to meet project deadlines while maintaining a high attention to detail.
Education, Experience and Knowledge:
- High School diploma. Associates degree a plus
- Minimum 3 Years’ Experience in a supervisory position.
- Knowledge, skills, or experience in CCTV, Access Control and Intrusion Systems.
- Knowledge of service management/tracking software.
- Knowledge, skills, or experience in Information Technology a plus.
Work Environment:
- Fast paced office environment.
