Support Center Supervisor

Overview

Summary:

The Support Center Supervisor will manage CPI Support Center staff, receive and respond to customer support calls, and provide internal support for CPI.

Job Requirements

  • Experience performing a technical support role for computer data systems and supervising technical support staff

  • Red Hat Enterprise Linux and/or IBM AIX Knowledge

  • Microsoft Windows Desktop experience

  • Networking knowledge and troubleshooting experience

  • Ability to administer and oversee our Jira Service Desk ticketing system

  • Experience with Active Directory, Group Policy, DNS/DHCP

  • Highly self-motivated

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Ability to work well with others in a collaborative team environment

  • Ability to supervise a small team of technicians

  • Familiarity with Illinois employment regulations, including standards for equal opportunity employment, racial and sexual harassment, overtime pay, hostile work environment, and anti-retaliation

  • Provide positive customer service in a customer-facing role

  • Possess problem-solving, troubleshooting and analytical skills

  • Possess excellent written and oral communication and interpersonal skills

  • Ability to understand and work in strict compliance with documented procedures

  • Must be able to work after hours on an “on-call” basis

  • Report daily to corporate headquarters in Bolingbrook IL

  • Pass background checks for sensitive data access under all customer jurisdictions (Municipal, State, Federal, and International)

  • Must be able to lift 50 lbs

  • Be capable of evaluating and purchasing internal corporate IT equipment and supplies.

Job Responsibilities

  • Provide efficient and timely second level support to our customers and the company with the Support Center on a 24×365 basis

  • Train Support Center team on operational procedures and troubleshooting techniques

  • Coach and Mentor support center staff members

  • Manage and assist the CPI Support Center Team in day to day operations

  • Set up and maintain user accounts

  • Setup and support user workstations, hardware, and software

  • Assist users remotely, in-office, and at customer locations

  • Support handheld devices, including iPhone, Android, etc.

  • Support printers, faxes, and scanners

  • Create and update technical support documentation

  • Perform staff scheduling for regular business hours and holidays

  • Provide reports to corporate management regarding ticket performance

  • Conduct annual performance reviews of Support Center staff

  • Conduct staff termination if necessary and conduct staff hiring if necessary

  • In advance of scheduled maintenance or anticipated service disruption, notify customers/users who will/may be affected with the downtime

  • Ensure that the Support Center team provides timely and considerate customer service to internal and external users

  • Availability during off-hours to respond to support issues escalated by the Support Center team

  • Uphold systems, infrastructure, and operational Service Level Agreements

We would love to hear about your skills. Apply Here:

Please fill out the form below and submit your attached resume.

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