Supervisor, Technology Support
A+E Networks
New York, NYThis was removed by the employer on 5/16/2019 1:38:00 PM PST
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Full Time Job
THE ROLE: Supervisor, Technology Support, New York
The Supervisor, Client Services and Support is responsible for the Technology Customer Support for New York. This position will be primarily based in New York, but occasional travel to Stamford, Connecticut will be necessary. This is a hands-on role that will supervise a small team within the NY location and is responsible for the technology and processes that support that office. The role is an important and highly visible one that plays a critical part in ensuring that all internal customer desktops, laptops, smartphones, tablets, and business applications are fully optimized to enable internal customer productivity and reduce incidents.
We are seeking an innovative Supervisor that helps to bring continuous improvement in technology support and understands that each interaction with a client is an opportunity to win over that customer and strengthen the value of the Technology Support Group within the Company. In addition to being hands-on, the Supervisor will also be responsible for prioritizing requests, incidents and other support activities for the team as it relates it relates to Level 2 support, desktop (PC and MAC) support, mobile support, deploying packages and monitoring customer assets. He or she will also help to identify opportunities and support the ''shift left'' initiative that aims to identify tasks that can be shifted to Level 1 support. He or she will be expected to guide the team to ensure follow ups with customers, tickets are updated in a timely manner, running daily and weekly ServiceNow reports and discussing any insights with his/her manager set the right example for the team in terms of all aspects of related to technology support – proper follow-ups with customers, ensuring Technicians are timely in updating of tickets, running daily/weekly reports, and discussing insights with his/her manager.
A successful candidate will be expected to supervise a customer-focused team as well as build relationships with customers and other team members. This person will demonstrate enthusiasm, commitment, and conduct business in a professional manner.
Strong hands-on experience in Service Now is highly preferred along with a metrics minded candidate that has demonstrated the ability to appropriately analyze the data from ServiceNow and utilize that data appropriately within different levels within the organization.
MORE ABOUT WHAT YOU'LL DO:
Supervisory
• Supervise Level 2 daily operations in New York
• 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
• Support email requests; walk-in requests; and equipment replacement
• Ability to conduct onboarding live sessions.
• 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
• 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 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
• Identify areas of opportunity for process improvement, efficiency gains, and/or ways to improve the customer satisfaction.
• Work with the Level 2 Technicians to ensure that all tickets are being logged and proper follow-up is taking place for aging tickets.
• Analyze and monitor interaction trends and other operating metrics to improve customer satisfaction.
• Utilize Service Now dashboards and metrics to help gauge performance of the team.
WHAT YOU'LL LEARN:
On our team, you'll have the opportunity to innovate and learn. You will learn. You will not be alone. You'll have an opportunity to build transformational technology solutions & supporting core areas of business. Also, you'll be able to seek out new technologies and implement them where they make sense. Finally, you'll be exposed to various A E departments and stakeholders to learn the goals, needs and direction so you can become a trusted partner.
YOUR STORY: [ BEHAVIORS] (what you need to have)
• A bachelor's degree in a computer rel
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