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Support Center Team Leader
3 months ago
Position Overview:
The Technical Support Operations Supervisor is responsible for overseeing the daily functions of a team of Support Analysts. This role requires acting as a subject matter expert for designated clients while providing assistance to Analysts as necessary. The primary objectives include promoting professional development, enhancing client relationships, and driving continuous improvement.
Key Responsibilities:
- Guide, mentor, and enhance the skills of a team of analysts in alignment with company values and client requirements.
- Collaborate with the Support Center leadership team to manage a complex 24/7 operation through various communication channels.
- Offer expertise and support to Analysts to ensure that resolutions and contractual goals are achieved.
- Engage with client contacts for knowledge sharing and to address unresolved issues.
- Assist in the creation and delivery of regular client reports and presentations.
- Develop and maintain technical and procedural documentation to support client and analyst activities.
- Adapt to a dynamic role with additional responsibilities as needed to ensure team success.
Required Qualifications:
- Solid understanding of coaching and team management; prior experience in a leadership role is preferred.
- Ability to work with diverse teams to set objectives, prioritize tasks, and resolve complex issues.
- Exhibit a strong sense of urgency when addressing time-sensitive priorities and meeting service level agreements.
- Professional demeanor with excellent written and verbal communication skills.
- Attention to detail and the ability to multitask while engaging with customers and performing technical tasks.
- Strong analytical and problem-solving skills; understanding of software, hardware, and basic network components.
- Capability to enhance the customer experience for end-users and implement strategies for ongoing improvement.
- Demonstrate initiative in supporting customers beyond expected job duties.
- Proficient in Microsoft Office, especially Excel and PowerPoint.
- Flexibility to work various shifts, including holidays and weekends.
Education and Experience:
- Two or four-year degree in an IT-related field or equivalent experience in a technical support environment.
- Minimum of two years of supervisory experience, ideally in a contact center or technical support setting.
- ITIL Certification is advantageous.
- Experience with Service Now is a plus.
Work Environment:
This position offers a dynamic work environment with a focus on employee satisfaction and professional growth. The company provides competitive compensation and a range of employee benefits designed to enhance your overall well-being.
- Comprehensive benefits package including health, dental, and vision coverage.
- Retirement savings plan with company matching contributions.
- Technology purchase program for personal use.
- Paid education and certification opportunities to support professional development.
Schedule:
- Standard 8-hour shifts.
- Daytime hours, Monday to Friday.
- Weekend availability may be required.
Work Arrangement:
This role requires a hybrid work arrangement, necessitating on-site presence for a minimum of three days per week.
