• Manage escalated issues to resolution.
• Ensure a high level of customer satisfaction.
• Maintain a technical on-call schedule and timely responses to escalations both during normal business hours and after hours.
• Drive promotion of proactive mindset, SLA compliance.
• Implement new solutions, strategies, and processes to improve efficiencies.
• Support strategic initiatives and provide general direction on non-routine projects.
• Provide input to improve the stability, security, efficiency, and scalability of systems.
• Ensure the Service Support team has the knowledge and training required to perform daily functions.
• Guarantee a safe, secure, and legally compliant work environment.
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.

Required Skills/Abilities: 

• Strong technical aptitude including excellent troubleshooting skills.
• Excellent organizational and time management skills with the ability to multi-task.
• Ability to break down complex issues and develop root cause analysis and solutions.
• Ability to communicate effectively (both verbally and in writing).
• Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area (28213).

Education and Experience:

• 5+ years previous experience in IT operations environment.
• Proven Leader with a history of talent development.
• Experience communicating and reporting to Senior Leadership.
• Knowledge and understanding of network infrastructure including cloud, VoIP/Telephony, and applications.
• Experience with network monitoring systems configuration and maintenance.
• Experience with technical writing and document management/control practices.

Physical Requirements: 

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• TelWare Support team is a 24/7/365 operation. Employees must be willing and able to work non-standard hours and perform on-call duties; including evenings, overnights, holidays, and weekends.

This position requires a passing score on the SSCA® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following link https://www.thesipschool.com/courses/view)

1133289 | Help Desk Supervisor