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Chesapeake, VA
Role of IT Support Services Supervisor
- The IT Support Services Supervisor is responsible for planning and directing the daily activities related to the functions of the IT Help Desk as it relates to store classification and field user support.
- He will work directly with IT Help Desk leadership to maintain the department’s overall vision.
- Answerable for monitoring, offering learning, and guiding agents in performing their tasks.
- Supervising agents and Help Desk performance and analyzing reports.
Helps develop schedules to make sure adequate staffing levels.
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Responsibilities of IT Support Services Supervisor
- Offer front-line supervision of team associates, including coaching, learning opportunities, work schedules, metric adherence, performance reviews, call monitoring, and corrective performance.
- Monitor the processing of incoming interactions to ensure courteous, timely, and effective resolution of end-user problems.
- Ensuring analysts and associates understand and comply with the IT support services goals, standards, performance, and policies.
- Carries out performance measurement, monitoring, and evaluations of associates and analysts to improve efficiency.
- Formulates and maintains schedules, monitors associates’ and analysts’ attendance, and schedules shift and breaks as necessary.
- We collaborate with other supervisors and management team members to manage associates and maximize user satisfaction.
- Track and analyze trends, identifying operational problems and suggesting developments.
- Formulates and reviews statistical reports to support critical metrics and continuously develop department progress.
- Devise methods to optimize procedures and keep staff motivated.
- They are identifying operational problems and suggesting possible developments.
- Support working understanding of the store network systems, components, and the associated tools that affect the store’s operation.
- Develop & maintain a working knowledge of store applications to determine the proper course of action for problem resolution.
- Develop and maintain databases to aid documentation, department history, and analysis.
Minimum Qualifications
Education: Associates Degree or two years of contact center technical support
Experience:
- Significant effectiveness when dealing with dissatisfied customers
- Working with call center technology significantly effectively, including but not limited to tracking systems and knowledge base equipment.
- Excellent team development skills
- Strong communication skill
- Proficiency with ServiceNow is a plus
This position is remote after completing training, 40+ hours per week:
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