Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Labor Category: Technical Support Specialist Lead
Full-Time/Part-Time: Full-Time
*****Contingent upon contract award*****
Job Summary:
Vertex Solutions is looking for a Lead Technical Support Specialist with a minimum of seven (7) years of information technology support experience. The Lead Technical Support Specialist will work primarily from NAS, Whiting Field with 5% - 10% travel required. Familiarity with DoD Information Technology regulations is desired.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Competencies:
Supervisory Responsibility:
Work Environment:
This job operates from an office environment.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and work on a computer for long periods of time. The employee is frequently required to stand, walk, stoop, and kneel. The employee must be able to lift and carry up to 75 pounds as needed. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus.
Position Type/Expected Hours of Work:
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 0900 - 1600. Occasional evening and weekend work may be required as job duties demand.
Travel:
5% - 10% travel is anticipated for this position. Main travel locations are to other AETC UPT locations as directed.
Required Education, Experience, and Skills:
Preferred Education, Experience, and Skills:
Work Authorization/Security Clearance:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Background checks - criminal, civil, employment, and education required. Drug screening in compliance with drug-free workplace standards.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Vertex Solutions, LLC is an “Equal Opportunity Employer,” and prohibits, in all employment-related practices and decisions, discrimination, harassment, or prejudicial treatment against any person based on race, color, religion, national or ethnic origin, gender, pregnancy, childbirth, pregnancy-related conditions, age, disability, veteran status, or otherwise as provided by federal, state, or local law.
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