Technical Services Supervisor - New York, United States - Net@Work

Description

Net at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses.

These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications.

With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.

Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing.

We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.

Position Overview:

The Net at Work Service Desk operates 24x7x365 and focuses on providing an excellent experience through quick and efficient support while leveraging a high level of communication.

Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.

The After-Hours Technical Services Supervisor is a pivotal position of the Service Desk after-hours team and is responsible for supporting client environments and users.

The Overnight Technical Services Supervisor will provide high-level technical guidance to the team and ensure our service and support meets and exceeds our customer's expectations in every interaction making us a valued extension of their staff.

Successful candidates are self-motivated, possess a sense of urgency and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred. This role is also responsible for attaining maximum utilization of technical resources through situational awareness and service requests.


Job Responsibilities:

• Supervise and lead an overnight team of Systems Engineers to meet our 24/7/365 service desk operations.
• Establish a baseline of positive and effective communication with your team, direct leadership, and engineers.
• Monitor and ensure the team's adherence to goals and performance objectives.
• Enhance and achieve Service Level Agreements (SLAs) for all ticketing.
• Offer coaching and actionable feedback to team members.
• Oversee the overall performance and reliability of the Systems Engineers and NOC team by establishing and implementing technical and operational standards aligned with NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis).
• Manage the attendance of overnight Systems Engineers to ensure 24/7/365 coverage.
• Ensure Engineers are familiar with and adhere to our Standard Operating Procedures (SOPs).
• KPIs: Average Time To Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.
• Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/email/phone skills, and acceptable client communications.
• Ensure tickets are properly triaged, handled and escalated if necessary.
• Situational awareness of service activities of all overnight team members.
• Attention to the remote monitoring and management system alerts and notifications to ensure accurate reporting of customer devices and responsiveness of the team.
• Attention to all ticketing system queues for potential missed SLAs.
• Work in conjunction with SD Leadership on day-to-day activities and provide updates on current metrics.
• Manage dispatch process of service requests to ensure full utilization of technical resources.
• Own Customer Escalations, Support, and Alerting.
• Interface with appropriate technical personnel in various business units when necessary.
• Provide hands-on Technical Assistance for the team which includes but is not limited to working on tickets and escalations especially in situations of coverage gaps and high-ticket volumes.
• Contribute to the continuity of overnight services by providing the necessary technical leadership.
• Drive problem investigations and resolutions as required, conduct root cause analysis with direct leadership.
• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate any service desk issues to the leadership as required.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages.
• Review daily service reports for situational awareness.

Job Requirements:

• Must have experience at an MSP, service desk and/or corporate IT Experience as a in a supervisory role with direct reports. (5+ years)
• 5+ years of systems engineering experience in an MSP capacity
• Experience working 2nd and 3rd shift schedules.
• ConnectWise Automate Familiarity or similar RMM solutions.
• ITIL Certification (preferred or equivalent experience in MSP leadership)
• ITSM Workflow Experience
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Incident Management Experience
• Ability to multitask. Ability to adapt and learn new platforms and skills.
• Maintain a sense of urgency.
• Proficient in Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
• Proficient supporting Outlook/Office 365 Admin Portal.
• Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
• Experience with cloud storage and remote connectivity solutions.
• Knowledge and practice of various advanced networking technologies.
• Proficient in remediation of EDR related issues.
• Proficient in implementation and remediation of various backup solutions.
• College degree from an accredited institution or equivalent [5 years of relevant technical experience].
• Technical Certifications (Preferred): Microsoft, Cisco, VMware, JAMF, SonicWALL, Fortinet, CompTIA.
• Current MCSE/MCSA or similar level Microsoft Certifications
• Current CCNA certifications or Extensive knowledge and understanding of the OSI model.

Salary range:
$90,000 to $100,000. "Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws".

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best.

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion.

We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms.

Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer.

We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment.

All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.