Supervisor - Service Support

Want to be part of a customer focused, high performance team of technology professionals? At OneNeck IT Solutions we deliver world class hybrid IT solutions. We’re in search of a dynamic Supervisor - Service Support who is passionate about technology and providing best-in-class customer service. If you have strength in leading people and want the opportunity to broaden your skillset and gain exposure to a variety of technologies / environments, then come join and add value to our service support team!

The shift for this overnight position is Monday - Friday and the start and end times can be flexible. We are open to: 9pm - 6am MST; 8pm - 5am MST or 7pm - 4am MST.

Our datacenter is located in Gilbert, AZ and we’d ideally like the supervisor to be onsite 1-2 times per week.

The Supervisor - Service Support plays a crucial role in the day-to-day operations of the Service Desk team. Service administration, service engineering, and service delivery resources look to this role for support in the resolution of escalated incidents. This position is also responsible for managing the documentation and processes used by the Service Desk resources in daily activities and delivers training and mentoring in Service Support processes. The Supervisor - Service Support is responsible for the delivery of support in the following technologies.

• Systems such as Windows, VMWare, Hyper-V, Unix/Linux, Nutanix, etc.
• Storage platforms such as EMC, NetApp, Nimble, etc.
• Network technologies in the area of VoIP/IPT, Wireless, Switching & Routing, Security, Load Balancing, etc.
• Infrastructure applications in the area of Backups, Monitoring, Security, etc.
• Enterprise applications and databases such as Dynamics AX, Oracle EBS, MS-SQL, etc.

General supervisory activities include scheduling, performance counseling, and preparation of periodic reports on Service Desk performance. Supervisors may also manage new customer transitions and other service change related projects as they relate to the Service Desk team.

• Monitor and manage daily activities to ensure completeness of work, update reports on these activities
• Write new and update existing processes and procedures
• Analyze team processes for efficiency and make changes to improve responsiveness and service levels to our customers
• Monitor for and follow up on deviations from process to ensure high quality of work
• Adjust staffing schedules as needed. Make recommendations to manager for adjustments in staffing levels
• Assist in providing reporting on performance to management and clients
• Support customer transition and service deployment to ensure that the team is equipped to support customers/services

Required Qualifications

• Bachelor’s degree (or higher) -OR- 4 years professional experience.
• 3 years of technical support experience.
• 1 years of leadership and/or supervisory experience.
• Must have and maintain a valid driver’s license, reliable transportation and insurance.

Other Qualifications

• Excellent communication and leadership skills as well as a thorough understanding of common IT administration business processes.
• Experienced with software used by and supported by an IT support organizations (Ticketing applications, ACD, remote connectivity software, knowledge management, MS Office applications, desktop and server OS, wide area networks.)
• Experience with setting performance standards and development of metrics to manage to those metrics.
• Experienced with translating processes to written procedures for use by team members.
• ITIL V3 or V4 foundation certification preferred.
• Sound judgment and decision making skills.
• Good analytical, statistical, and problem solving skills.
• Strong commitment to customer satisfaction and quality.
• Results and execution oriented, self-motivated requiring minimal supervision.
• Excellent understanding of current IT trends and their impact on business.
• Proficient with all Microsoft Office applications.

#OneNeck IT Solutions offers hybrid IT solutions including cloud and hosting solutions, managed services, enterprise application management, advanced IT services, hardware and local connectivity via top-tier data centers. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for businesses around the country.

We offer competitive salary and a strong total rewards package. To learn more about this position or our company, visit oneneck.com.

Employment at OneNeck is subject to post-offer, pre-employment drug testing.

EEO/AA Employer/Vets/Disability.