Position Overview
As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.
Primary Responsibilities
- Ensure team is working toward departmental goals in the most efficient and effective manner including:
- Dashboard Management for all PODs
- Assist with scheduling coverage
- Join all day huddle with PODs
- Train on specific clients and groups of engineers focused on various industries
- Triage cases
- Guide team members on Pager Duty usage
- Contribute to POD Manager Escalation numbers
- Participate in handoff meetings with each shift
- Manage POD Teams Channel’s for interdepartmental communications and escalations
- Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards
- Provide a weekend Summary email to leadership
- Work with team to create knowledge base articles for working with clients and handling various situations
- Contribute regular competency reviews for all team members
- Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
- Continually follow best practices through the entire training and technical support process
- Ability to adjust priorities and balance responsibilities in a fast-paced environment
- Available to work outside of standard hours when necessary or as part of on call rotation if applicable
- Other duties as required
Requirements
Qualifications
- Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
- 1-3 years of managerial experience; call center or managed services experience preferred
- Technical subject matter expert on MSP products as they relate to Thrive’s service catalog
- Experience managing complex projects, clients, partners, and organizations
- ITIL certification and practice preferred
- Proven experience managing remote resources
- Strong written and verbal communication skills