Supervisor, Incident Response Analyst I Support

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 employee’s one on ones.
• Works with managers to design new process and procedures
• Customer experience
• First call resolution
• Team development
• Team efficiency and metrics
• Team projects status updates
• 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
  
  
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)
• VLAN’s, ACL’s, 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:

• Base Pay Range: Annualized salary range offered for this position is estimated to be ($70,224.00 - $82,862.00). However, the actual pay range depends on each candidate’s 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 you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential:

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HAS) 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 Company's 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.