Technology Client Services & Support Supervisor
A+E Networks
Stamford, CTThis was removed by the employer on 3/2/2018 2:38:00 PM PST
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Full Time Job
The Technology Client Services Support Supervisor is responsible for the Technology Customer Support in our Stamford offices. It's an important and highly visible functional role; one that plays a critical part in ensuring that all internal customer desktops, laptops, smartphones, tablets, business applications, are fully optimized to enable internal customer productivity and reduce incidents.
We are seeking an innovative individual who can support the IT service team's approach to enriching the customer experience and supporting continuous improvement. He/she will be responsible for managing and prioritizing there individual workload at the telephone support, desktop (PC and MAC) support, mobile support, building of workstation images, creating scripts, deploying packages and monitoring customer assets.
A successful candidate will work well to build partnerships in a customer-focused team that interacts well with individuals at all levels of the organization. This person will demonstrate enthusiasm and commitment and conduct business with respect for others. He/she will embody a service-centric practice and also be expected to share their experience / knowledge to encourage others within the team to embrace the service-centric model.
Supervisory
• Manage Service Desk, level 1, level 2 daily operation
• Ensure inbound calls are handled in a timely manner with minimal abandoned calls
• Meet and exceed all customer SLA's
• Meet and exceed all internal OLA's
• Manage email requests; walk-in requests; and equipment replacement
• Restore normal service operation as quickly as possible to ensure the best possible levels of service
• Ensure that service tickets and calls are logged in Service Now
• Ensure IT Client Services Policies and procedures are adhered to
• Ensure all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details
• Monitor daily workload and ensure adequate available staff are manning the phones and email
• Communication - Keep manager informed of important issues and facilitate work resulting from high level customer contact
• Asset Tracking - Ensure accurate data entry for all asset updates initiated by service This includes ''return merchandise authorizations'' (RMA's) ''Dead on Arrivals'' (DOA's)
• Scheduling & On Call – Develop staff schedules and on call process to provide appropriate technical support 24×7
• Ensure staff is motivated and producing to their utmost abilities
• Gather data and preparing reports as required.
• Undertake internal project work when requested, including building and supporting pre-sales events
• Provide after hour support as needed
• Miscellaneous duties as assigned
Technical Responsibilities
• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals
• Maintain Inventory and adequate break fix equipment pool at each location
• Provide technical product training and basic user functionality training when required
• Confer with other team members and supervisors to establish best practices/decisions
• Troubleshoot all client issues on PC, MAC, Printers and Mobile Devices
• Advanced technical skills in supporting MAC
• Provide level I and level II technical support to clients
• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution
• Responsible for maintaining a professional and cordial relationship with clients
• Demonstrates expert knowledge of customers equipment; process and culture
• Maintains a knowledge data base of technical issues affecting clients
• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the client
• Documents, tracks and monitors support tickets to ensure accurate and timely resolution.
• Generates help desk performance and metric reports as needed.
• Perform and support all adds/moves/changes
• Work with all departments to analyze and resolve ongoing issues
• Flexibility
• Teamwork and cooperation are required
• Must be willing to openly accept new tasks
• Some occasional off hours work may be required as needed
• Occasional travel outside the NY Metro area is possible
• Ensure there are necessary programming resources for the service team
• Special projects as assigned by management team
Analysis, Metrics and Reporting
• Own Incident/Problem and Request Processes
• Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
• Work with Technology staff and teams to assure processes for Service Now are followed, including proactive monitoring of the system and feedback to all teams utilizing system on issues which impact customer support and breach SLAs
• Analyze and monitor interaction trends and other operating metrics to improve customer satisfaction
• Present Department metrics/action plans to Senior Management
Qualification Requirements
• 5 year's management experience overseeing multiple direct reports
• 5 years' experience working in an IT service delivery environment (service desk, network operations center)
• Must possess expert knowledge of system administration and data center management concepts and practices
• Must possess complete technical comprehension of server and desktop operating systems, network architectures and protocols
• ITIL V3 Foundations required
• Experience with and or certifications is o365, Service Now, OneDrive Business, Casper, LANDesk and Citrix
• Ability to explain in laymen's terms the use of computer related technologies
Educational Requirements BA/BS degree in a computer related field or equivalent experience.
Technical coursework in Microsoft products, mobile technologies
A Certifications
Apple iOS and MAC certifications
Ideal candidates should be based out of Stamford, CT Other Skills and Knowledge #LI-POST Technology Client Services & Support Supervisor