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IT Support Supervisor at Shield | JobVerse
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IT Support Supervisor
Shield
Remote
Website
LinkedIn
IT Support Supervisor
United States
Full Time
1 week ago
$80,000 - $90,000 USD
H1B Sponsor
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Key skills
CRM
Mentoring
About this role
Role Overview
Supervises the day-to-day operations of the IT Services Support Team.
Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to Engineering team.
Creates and maintains support documentation & adheres to department processes & procedures (SOP’s).
Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met.
Assists Manager with Level I/II onboarding and skills development as needed.
The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.
Requirements
Preferred
Associate’s degree in Information Technology or a related field.
Mandatory
High School diploma or equivalent.
7+ years of experience in IT working as a lead/senior IT support role or engineer.
Minimum (2) certifications: A+, Network+, Server+, Security+, etc…
Minimum (1) certification: MCSE, CCENT/CCT, VCP6.
Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring.
Benefits
Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected.
Job requires occasional after hour and weekend escalation management and support.
Client onsite work could be required on a project or emergency basis.
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