TITLE: Technical Night Shift Supervisor 

Organization/Department: Support Operations Center (SOC)
Reports To:  VP, Customer Success & Support

Position Overview

We are seeking a Technical Night Shift Supervisor to join our team! You will be responsible for overseeing and coordinating the activities of the 3rd shift Technical Support team during the hours of 10 PM to 7 AM EST.

The primary responsibility of the Technical Night Shift Supervisor is to provide leadership and management of the Technical Support team to ensure alignment with the goals and objectives of the organization. Key tasks include scheduling, coordination, directing and mentoring to ensure that service activities are completed swiftly and efficiently. The Technical Night Shift Supervisor will also work closely with the team, decision makers and other departments to regularly identify, recommend, develop, implement and process and systems improvements to enhance the customer experience and drive team efficiency.

Strong personnel and time management skills and excellent verbal and written communications skills are required. The Night Shift Supervisor should able to multitask efficiently and consult on complex support issues as needed. Knowledge of common environments and applications is helpful. Proficiently communicating technical status to non-technical sales and management personnel is essential.

Success requires the utmost in responsiveness, disciplined self-direction, superior multi-tasking, relentless follow-through, clear & succinct communication and skill to manage the most difficult customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management and others. Leading by example is key. Must continuously guide the team to swift problem resolution, continuously demonstrate professionalism and a maintain keen sense of quality and the customer experience. Additionally, Source relentlessly pursues continuous improvement. The Technical Night Shift Supervisor is expected to drive improvements individually and as a team.

Responsibilities:

  • Supervise team of Technical Support workers
  • Adjust daily schedule for shift personnel to ensure optimal efficiency
  • Adhere to established procedures & protocols to ensure superior customer satisfaction
  • Work directly with end-customers and partners as needed
  • Participate in the staffing process including recruitment, supervision, development, evaluation and discipline
  • Actively manage & participate in the shift rotation including weekends, after hours & holidays as needed
  • Develop & maintain policies & standards for maximizing effectiveness while minimizing costs
  • Support & mentor staff
  • Train & evaluate staff
  • Ensure compliance with departmental budgets
  • Safeguard team alignment with stated goals, guidelines and objectives
  • Ensure team compliance with process & technical training requirements
  • Model responsiveness & integrity in all customer communications
  • Directly manage customer escalations to successful conclusion
  • Work with the team to accomplish assigned goals & objectives
  • Provide concise status reports on a regular basis
  • Perform other duties and projects as assigned
  • Track monthly results and trends for business forecasting
  • Resolve escalated customer complaints

Qualifications:

  • Associate degree in Computer Science, Information Science/Systems or equivalent industry experience
  • 2+ years’ experience in supervising a technical support organization supporting enterprise IT customers
  • Project management theory & demonstrated practical experience
  • CompTIA A+, Network+, Server+ certifications or equivalent preferred
  • Excellent written and communication skills
  • Technical & process troubleshooting skills
  • Strong technical background preferred
  • Case management experience in Salesforce Service Cloud preferred
  • Understanding of network, PC & server operating systems, hardware, protocols and industry standards
  • Understanding of HPC & clustered environments
  • Understanding of mid-enterprise level data center communication with vendors, clients and C-level executives by phone and in-person
  • Ability to thrive in a fast-paced environment
  • Strong leadership qualities
  • Demonstrate a calming influence if the face of stress and challenging situations
  • Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
  • Experience working in a team-oriented, collaborative environments
  • Highly organized, self-motivated, self-directed and attentive to detail
  • Manage all internal & external interactions in a professional and courteous manner
  • Experience in managing personnel in a 7X24 staff environment preferred

About Source Support Services:

Source Support Services is a leader in providing global, same-day and next-day on-site IT support. We enable technology providers to globally deploy comprehensive support services efficiently and cost effectively through an automated business model. Our network of 12,000 service professionals and team of highly skilled engineers provide seamless global support and peace of mind to many of the world’s most recognizable brands.

 

If you are interested in this position please send your resume to HR@sourcesupport.com