TSG Supervisor

IT Technical Support Services. Hybrid position. Candidates residing in the following states can be considered for remote work: Alabama, Florida, Georgia, Arkansas, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, West Virginia, and Virginia.

Supervises, coordinates, monitors and assists with daily activities of staff. Responsible for defining, reviewing, and implementing processes to improve services provided by staff.  Responsible for coaching staff, resolving issues and serving as a link between subordinates and upper management. Serves as a subject matter expert. Interfaces directly with customers and resolves customer concerns within a team to meet or exceed customer service requirements. Promotes team building and programs for attaining quality service, satisfaction and service goals.
 

• Supervises the activities of assigned staff; provides additional instruction and/or coaching as required; administers disciplinary action as needed to ensure the proper flow of daily operations.
• Analyzes daily operations metrics and refines tactical approach as needed to produce more positive outcomes for customers.
• Supervises staff work schedules and provides on call support as required.
• Establishes operational documentation; formulates standards and procedures for approval.
• Implements tactical processes and solutions to optimize performance of staff, software and hardware.
• Coordinates all periodic reporting for responsibility area as requested by management.
• Provides input to management pertaining to staff for performance and/or development purposes.
• Proactively identifies areas of improvement (process or technical) and develops plans for associated changes required.
• Interfaces with vendors and service personnel as required for hardware and software maintenance and/or problem resolution.