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IT Support Supervisor
F3 Design
- New York, New York, United States
- New York, New York, United States
Über
Managed Services
Employment Type:
Full Time
Location:
IronOrbit - Remote
Compensation:
$80,000 - $90,000 / year
Description Supervises the day-to-day operations of the IT Services Support Team. Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to the Engineering team. Creates and maintains support documentation & adheres to department processes & procedures (SOP’s). Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. Assists Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.
This position will work a standard schedule of Monday - Friday from 11:00 AM – 8:00 PM EST, with some exceptions to this schedule on an as‑needed basis.
Key Responsibilities Employee Supervision
Assist Managers with Setting Task Assignments & Priorities for Level I/II
Actively Rotate Between Team/Queues – coaching/escalating for Level I/II
Leading Team by Example – model behaviors & work practices
Assist with Onboarding new hires & Cross‑Training of Level I/II
Assist Managers with Maintaining Staff Scheduling
Success is measured against team performance % of ticket escalations
CRM Management
Actively Manage Issue Escalations during shift
Provide Daily Shift Change Status Reports to Manager
Review all open tickets with Manager in CRM during shift & assist with resource assignments when necessary
Route unassigned tickets & act as liaison between receptionists & technician pool
Success is measured against team performance % of ticket reopens
Customer Management
Meeting customer SLA’s
Follow‑up If Necessary or to Build Relationship
Issue Survey and Drive Response Rate
Review relationship & provide Sale Lead Opportunities when possible
Success is measured against team performance % SLA compliance
Skills, Knowledge & Expertise Education
Preferred - Associate’s degree in Information Technology or a related field
Mandatory - High School diploma or equivalent
Minimum Experience
7+ years of experience in IT working as a lead/senior IT support role or engineer
Certifications
Minimum (2): A+, Network+, Server+, Security+, etc…
Minimum (1): MCSE, CCENT/CCT, VCP6
Expertise
Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring
Technical Skills must exceed that of Level I and Level II support staff.
Experience and able to present examples of leading teams & empowering team members to achieve professional growth
Highly self‑motivated & directed
Keen attention to detail
Proven analytical and problem solving abilities
Ability to effectively prioritize and execute tasks in a high pressure environment
Exceptional customer service orientation
Strong oral and written communication skills
Working Conditions Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. Job requires occasional after hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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