Technical Support Supervisor

Technical Support Supervisor

Miami – must be onsite 5 days/week

The Tech Support Supervisor is responsible for supervising and leading a team of technical support Analysts and serves as the primary contact for call escalation and issue resolution. The Supervisor will also be hands on to support internal employees and external clients. This role will provide support across global offices, on a 24/7 operation, in a professional services setting. This role is responsible for ensuring there is proper coverage at all times, and can be available when escalated issues arise on nights and weekends.

What You'll Be Doing

• Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
• Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
• Has developed active listening skill & speaks with the customer in mind.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Able to adapt team to business conditions & provides input on personnel decisions.
• Plans within standardized frameworks and models & fully supports change programs.
• Proactively seeks information and lessons learned from others to identify roadblocks.
• Managing organizational development, including team development and strategic change programs.
• Recognized as a positive & motivational leader for the team and organization.
• Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various applications.
• Proficiency in Remote Computing and Citrix experience.
• Understand and able to assist with various video conferencing technologies.
• Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
• Excellent PC troubleshooting skills.
• Vast experience with iOS setup and troubleshooting.
• Intermediate Networking including wireless experience.
• Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Oversee Technology Support procedures and staff.
• Implements and monitors call intake and referral process.
• Trains Analysts on procedures and coaches them on customer service and technical skills.
• Fills in as additional Analyst when needed and leads the group by example.
• Maintains Analysts' work and on-call schedules along with the manager.
• Resolves ticket management and referral issues.
• Verifies that consistent data entry and complete problem descriptions are included in all tickets.
• Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction
• Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
• Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
• Provides management reports on Technology Support operations and issues regarding the firm's customer base.
• Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
• Understands and assists in problem management process.
• Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
• Focuses on the day-to-day operations of the office, working in concert with the office's functional operations leads.

Skills We're Seeking

• 7+ years of experience with IT Support and/or Engineering
• Must have 2+ years of experience in a supervisory or manager role of a tech support team
• Must have strong experience providing escalated hardware and software support in a Microsoft environment
• Must be willing to work onsite 5 days/week, ensure there is 24/7 coverage and be available for escalated issues on nights/weekends

Nice To Have Experience

• Citrix or other VPN experience
• Experience supporting AV and Conference Rooms, ideally with Polycom and/or Cisco technology
• Experience with AirWatch or other MDM systems
• Avaya experience