Support Center Team Supervisor

Locknet Managed IT Services
Wausau, WI Full Time
POSTED ON 8/16/2022 CLOSED ON 10/31/2022

Job Posting for Support Center Team Supervisor at Locknet Managed IT Services

JOB SUMMARY

The Support Center Team Supervisor position provides daily leadership to a team of Systems Administrators providing remote technical support to external clients/customers. The Support Center Team Supervisor leads through being visible and available to the front line technical team to answer questions and assist them in challenging situations. They also provide performance feedback, encouragement, and personal development of the team. The Support Center Team Supervisor interprets data analysis to achieve business goals, including statistics and trends for team performance.

In these efforts, the Support Center Team Supervisor is aiming to improve Locknet's overall customer satisfaction to be recognized as World Class in all facets of the technical operations. As the technical relationship manager, the Support Center Team Supervisor handles all matters related to the delivery of services to the client in supporting the Account Executive in the overall client relationship.


PRIMARY RESPONSIBILITIES

  • Provides day to day management of the Support Center Team to include:
  • Overseeing customer issues and ensure effective and long-term resolution
  • Provide opportunities and guidance that enable collaboration and transfer of knowledge amongst the team and Support Center
  • Use coaching methods that provide an environment that is supportive and provides constructive feedback on performance
  • Develops and implements procedures and policies pertinent to the effective and efficient operation of the Support Center
  • Builds a culture where team members are aware and help manage inbound calls, calls waiting, and abandoned calls
  • Monitors ticket queues and track inbound calls
  • Conducts team meetings to review: client news, department changes, question and answer sessions, recognition/reward, and project/assignments
  • Perform bi-weekly one on one sessions with team members that includes:
  • Assessing technical skill, level of service, and knowledge against the metrics to each role providing development opportunities
  • Sharing call monitoring feedback
  • Reviewing attendance and performance metrics
  • Discussing and prepare career development including progression plans
  • Scheduling training and development opportunities for team members
  • Prepare and share monthly team performance report with direct leaders, including:
  • Staffing levels and employee strengths and opportunities
  • Coordinate new hire and developmental training plans
  • Discuss hardware/software performance needs
  • Team performance against goals and metrics
  • Provide feedback regarding service failures or customer concerns
  • Assist in recruiting new employees
  • Interviews and recommends potential new employees
  • Leads the onboarding and training of new employees
  • Assesses team capabilities and potential needs
  • Evaluates near and long-term staffing
  • Work with the Account Executive and advocates to ensure the appropriate products and services subscribed by clients
  • Primary technical resource for the onboarding of clients that includes documenting all information and coordinating technical resources in conjunction with the Project Manager.
  • Works to rectify all issues experienced by end user clients
  • Prepares and facilitates the delivery of Strategic Business Reviews (SBR) to clients
    • With the assistance of Business Analyst Team; conducts analysis and audits to ensure the following:
  • The client's IT systems are meeting the current needs of the business for availability, capacity, information security, and service continuity
  • Support and manages service levels are meeting the current needs of the business and that the client is getting the optimum benefit from the subscribed services
  • Provides recommendations for mitigating IT risks and for addressing gaps in IT capability
    • Prepares and participates in the Strategic Business Reviews via teleconference in conjunction with the Account Executive and client
      • Documents all information from SBR including follow ups and IT roadmaps
      • Develops an action plan to address items
      • Provides feedback to the Support Center Team
    • Develops strategies for obtaining both strategic and tactical feedback from clients
      • Looks for continuous improvement opportunities, address client concerns and drive client satisfaction
    • Facilitates conference calls with clients to discuss any issues or plans for future projects and/or tickets
  • The Support Center Team Lead acts as a liaison between the support center, system engineering, security engineering, major accounts and sales


MINIMUM REQUIRED EDUCATION & EXPERIENCE

  • College degree in information services, business supervisory management or related field
  • 4 years of customer service experience


PREFERRED EDUCATION & EXPERIENCE

  • Supervisory experience
  • Call center environment experience


ADDITIONAL ELIGIBILITY QUALIFICATIONS

  • Outstanding customer service orientation
  • Experience or demonstrated ability to explain, troubleshoot and resolve basic technical device and issues
  • Experience with Windows based PC’s and servers including general office software knowledge required
  • Must demonstrate excellent written and verbal communication skills
  • Good understanding of the organization’s goals and objectives
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed, with keen attention to detail
  • Proven analytical and problem-solving abilities
  • Able to effectively prioritize tasks in a high-pressure environment
  • Experience working in a team-oriented and collaborative environment
  • Strong interpersonal, written, and oral communication skills


TRAVEL REQUIREMENTS

  • This position requires driving occasionally
  • Maintains a good driving record
  • Must have a valid driver’s license


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform this position. Reasonable accommodation may be made to enable individuals with disabilities to perform job duties in accordance with state and federal law.

While performing the duties of this job, the employee is regularly required to have repetitive movement (fine motor like typing, writing, keyboarding, filing), sit, talk and/or hear. The employees is frequently required to walk and stand. The employee is occasionally required to twist or turn.

Specific vision abilities required by this job include close vision and the ability to adjust focus.


COMPANY BENEFITS

EO Johnson Business Technologies offers a competitive compensation and benefits package. Benefits for full-time EO Johnson employees include:

  • Competitive compensation
  • Vacation and self/family care days
  • Parental leave
  • Group medical, dental, vision and life insurance
  • 401(K) plan with a 50% match up to your first 8%
  • Discretionary 401(K) profit sharing plan
  • Company paid short- and long-term disability coverage
  • Paid Holidays


HOW TO APPLY

Locknet Managed IT Services has an online employment application. In order to complete it, you need to apply for a specific position. All open positions can be found on our website at www.locknetmanagedIT.com.

If this is the first time you have applied for a position with Locknet, you will be asked to register. Returning applicants will only need to provide their email address and password.


ABOUT LOCKNET MANAGED IT SERVICES

Locknet Managed IT Services, an EO Johnson Company, is a top managed service provider (MSP) in the nation. With clients and offices throughout Minnesota, Wisconsin and Iowa, Locknet has supported technology strategies for companies for more than 30 years. Locknet’s world-class team is dedicated to making your network safe by providing a range of managed security and network management services, including technology assessments, firewall management, patching, desktop and server support, private-cloud backup and much more. Locknet is UCS/SOC 2 Type 2 Certified, ensuring the highest level of trust and peace of mind for their clients. Read more at www.locknetmanagedIT.com.


EQUAL EMPLOYMENT OPPORTUNITY

Locknet Managed IT Services, an EO Johnson Company, is committed to providing equal employment opportunity to all applicants and employees regardless of their race, creed, color, religion, gender, age, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity or any other characteristic protected by federal, state or local law. We are strongly committed to this policy and believe in the concept and spirit of the law.

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