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.
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.
3505 Newpoint Place
Lawrenceville, GA 30043