Job Description:

Our supervisors are the first escalation points for leadership. They drive the day-to-day operations, resource allocations, and support our frontline staff. Our supervisors work closely with their teams to ensure our customers are getting a world class support experience, by collecting and providing feedback to the staff, reviewing key performance indicators to revise and create new process and procedures, and drive personal development for our frontline staff.

Key Responsibilities and Essential Job Functions:

Drives responses to customer cases and the correct routing of ticketsMonitors, motivates, and documents team and individual performance, employee punctuality, goals, professionalism, ensures policy and procedures are followedDocuments disciplinary issues Provides consistent feedback during employee’s one on ones.Works with managers to design new process and proceduresCustomer experienceFirst call resolutionTeam developmentTeam efficiency and metricsTeam projects status updatesCommunicates team objectives, progress of individual and team goals, and new processes and procedures.Ensures proper training of new hiresCreates and manages team schedulesOversees proper workloads handed off from shift to shift to ensure a great customer experiencePrimary escalation for single and multi-customer outages. Responsible for facilitating and communicating outage progress to both internal and external stakeholders

Required Qualifications:   

2 to 5 years’ experience in24/7 IT enterprise support environmentQuality controlStaffingDelegationPerformance managementTeam buildingGiving feedback/ coaching employeesStrong knowledge of IT best practices, policies, and proceduresStrong organizational, time management, and project planningExcellent problem solving and critical thinking, and decision-making skills under pressureExperience resolving conflict (customer, internal)Excellent verbal and written communications skills, including phone etiquette, writing, and active listeningStrong attention to detailStrong work ethicStrong customer service and interpersonal skillsAbility to influence and lead and coach othersEffectively collaborates with peers to resolve cross-shift and departmental roadblocksPositive attitude

Preferred Qualifications:

ITIL foundation, familiarity with ITIL incident management mythologyExperience with Change Management3 to 5+ experience applying troubleshooting techniques across various server, application, and network technologies including:Remote Desktop, SSH, FTPMicrosoft Server TechnologiesVMWare and/or other virtualization technologiesLinux (or other *nix platforms)VLAN’s, ACL’s, IP subnetsNetworking and Switching conceptsLoad BalancingFirewall Configuration (Fortigate, Cisco ASA)Disaster recoveryExperience coordinating team building activities

Physical Requirements:    

Requires use computer and keyboard usageRequire extended periods of sitting or standingRequires heavy usage of phone

Base Pay Range:

Base Pay Range: Annualized salary range offered for this position is estimated to be ($70,224.00 - $82,862.00). However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential:  
•    Medical, Telehealth, Dental and Vision  
•    401(k)  
•    Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)  
•    Life and AD&D  
•    Short Term and Long-Term disability  
•    Flex Paid Time Off (PTO)  
•    Leave of Absence  
•    Employee Assistance Program  
•    Wellness Program  
•    Rewards and Recognition Program  

Benefits are subject to change at the Company's discretion.  

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.