Customer Support Center Supervisor

Responsible for providing top-quality customer service, troubleshooting applications, networks and hardware, and supervising Customer Support Center staff. ESSENTIAL FUNCTIONS These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Report to Coordinator, Customer Support and Quality Assurance Respond to users and parents via phone, computer, or walk-in to assist in troubleshooting applications, networks and hardware issues to identify resolution and support various VBCPS purchased software and applications. Completely documents user issues and resolutions in the service desk application using identified DOT procedures. Collaborate with other DOT teams to resolve technical issues and provide technical assistance to Customer Support Center staff. Work as a team member to complete tasks and deliverables on time. Address users in a courteous and professional manner. Manage time and assignments effectively and efficiently. Support Customer Support Center staff members needing assistance with solving user requests. Responsible for Customer Support Center staff members meeting deadlines. Monitor call volume and service desk tickets in the Customer Support Center unassigned queue and adjust as needed. Verify and edit assignments and reports prepared by Customer Support Center staff for accuracy before delivery to the Coordinator, Customer Support and Quality Assurance. Collaborate with Coordinator, Customer Support and Quality Assurance to schedule and facilitate meetings geared towards continuous service improvement and issue resolution. Perform related work as required. KNOWLEDGE, SKILLS, AND ABILITIES Must have a thorough knowledge of standard office practices, procedures, and equipment; thorough knowledge of school system routines and procedures knowledge and proficiency in the Microsoft Office suite, service desk applications, user account maintenance tools; and general awareness of student information and grade book systems. Must have the ability to establish and maintain effective working relationships with staff and division personnel; ability to communicate effectively orally and in writing; ability to work under pressure; ability to organize and perform work independently; ability to interact with the public effectively and present in front of large groups; ability to plan and supervise the work of others. EDUCATION AND EXPERIENCE Required : Must have a high school diploma or GED. Preferred : Associate degree and supervisory and project/task management experience PHYSICAL REQUIREMENTS Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public using the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Frequent sitting, walking, bending, grasping, fingering, repetitive motion, and reaching. Occasional standing and stooping. Work involves moderate exposure to loud noises. Ability to lift 20 pounds frequently and up to 50 pounds occasionally. Requires timely and regular adherence to established work schedules. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks. SPECIAL REQUIREMENTS Possession of a valid driver's license. Regular and reliable attendance is an essential function of this position. Compensation will be based on job-related creditable years of full-time, verified work experience. The entry-level rate will be awarded at the time of hire. Upon the return of employment verification forms from the candidate's current and previous employers, the rate will be adjusted if creditable full-time experience is confirmed. VBCPS offers a full range of benefits including health insurance, paid life insurance, paid sick/annual leave, tuition reimbursement, professional development and membership in the Virginia Retirement System. All applicants, both internal and external, must attach a current detailed resume to your electronic application. Virginia Beach City Public Schools does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation/gender identity, pregnancy, childbirth or related medical condition, disability, marital status, age, genetic information or veteran status in its programs and activities. (Reference: School Board Policies 2-33,4-4,4-6) To seek resolution of grievances resulting from alleged discrimination or to report violations of these policies, please contact the Chief Human Resources Officer at View phone number on click.appcast.io,2512 George Mason Drive, Municipal Center, Building 6, Virginia Beach, VA, 23456. Alternative formats of this application which may include taped, Braille, or large print materials are available upon request for individuals with disabilities. Call or write the Department of Human Resources, Virginia Beach City Public Schools, 2512 George Mason Drive, P.O. Box 6038, Virginia Beach, VA 23456-0038. Telephone: View phone number on click.appcast.io (voice); View phone number on click.appcast.io (TDD) or email at: View email address on click.appcast.io. #J-18808-Ljbffr Three Oaks Elementary School