Organization/Department: Support Operations Center (SOC) Reports To: VP, Customer Success & Support
NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Position Overview
Source’s relentless goal is to provide world-class support to enterprise IT customers & partners by creating client value. The primary responsibility of the Technical Support Supervisor is to provide leadership and management of the SOC 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 TS Supervisor will also work closely with 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. TS Supervisors are 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. TS Supervisors are expected to drive improvements individually and as a team.
Key Responsibilities Include:
Managing the daily operations of the SOC
Adhering to established procedures & protocols to ensure superior customer satisfaction
Working directly with end-customers and partners as needed
Participating in the SOC staffing process including recruitment, supervision, development, evaluation and discipline
Actively managing & participating in the shift rotation including weekends, after hours & holidays as needed
Developing & maintaining policies & standards for maximizing SOC effectiveness while minimizing costs
Routinely offering support & mentorship to SOC staff
Ensuring compliance with departmental budgets
Safeguarding team alignment with stated goals, guidelines and objectives
Ensuring team compliance with process & technical training requirements
Modeling responsiveness & integrity in all customer communications
Directly managing customer escalations to successful conclusion
Working with the SOC to accomplish assigned goals & objectives
Providing concise status reports on a regular basis
Performing other duties and projects as assigned
Education & Experience
Associate degree in Computer Science, Information Science/Systems or equivalent industry experience
2+ years managing a technical support organization supporting enterprise IT customers
Project management theory & demonstrated practical experience
CompTIA A+, Network+, Server+ certifications or equivalent preferred
Maintaining compliance in the Source Academy
Required Technical Skills
Excellent technical & process troubleshooting skills
Superior team-oriented attitude & desire to constantly embrace new ways of delivering services
Good 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
Case management experience in Salesforce Service Cloud preferred
Strong technical background preferred
Required Soft Skills
Dedication and relentless focus on customer satisfaction and follow-through
