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Technical Support Supervisor - Durham, United States - WIRB-Copernicus Group
Description
ABOUT WCG:
WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials.
WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health.
It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.
WHY WE LOVE WCG:
At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success.
We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.
Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accountsEmployee Assistance Programs and additional work/life resourcesReferral Bonuses and Tuition ReimbursementFlexible PTOVolunteer Time Off to benefit the communityOpportunities for career development with on-the-job training, certification assistance, and continuing education reimbursementExpected annual base salary range: $49,860 to $77,500GPS level: T4WORK HOURS:
11am - 7pm Eastern Time
JOB SUMMARY:
The Technical Support Supervisor oversees the Tier 1 Help Desk functions and ensures end users are receiving the appropriate assistance.
This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Tier 1 Help Desk requests during shift times as well as, the monitoring, tracking, and coordination of Help Desk functions.
The Technical Support Supervisor is also the point of escalation for Support Analysts and will be responsible for providing in-person, hands-on support to end users at the desktop level.
ESSENTIAL DUTIES/RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.
Works closely with the Technical Support Manager and ensures that all communications with our clients are being processed effectively and efficiently by having a clear understanding of client inquires, working on continuous process improvements, and implementing sound strategies for the Help DeskConducts customer needs assessment, ensures quality standards for services, and conducts evaluation of customer satisfactionAnalyzes performance of Help Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service to prevent future problemsMentors and assists staff to meet quality and on-time delivery requirements; address production challenges and communicate to appropriate leadershipTrains and onboards new hiresTracks and analyzes trends in Help Desk requests and generates statistical reportsMonitors team productivity and contributes to performance evaluations, gives constructive feedback, mentorshipMonitors and tests fixes to ensure problems have been adequately resolvedEnsures that business goals, deadlines and performance standards are metOther duties as assigned by supervisor.
These may, on occasion, be unrelated to the position described here.EDUCATION REQUIREMENTS:
Associate degree in information technologyQUALIFICATIONS/
EXPERIENCE:
Three (3) years' experience in a help desk settingExperience leading a team preferredMust have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutionExcellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departmentsDetail-oriented, well organized, and able to adhere to deadlinesExceptional customer service orientation and conflict resolutionAbility to motivate and direct staff membersStrong analytical abilitiesExperience working in a team-oriented, collaborative environmentExperience with hardware and software issuesProficiency in MS Office, a solid knowledge of Microsoft Excel, PowerPoint, Visio, and Word
SUPERVISORY RESPONSIBILITIES:
None
TRAVEL REQUIREMENTS:
0% - 5%#LI-REMOTE#LI-SA1
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