Service Desk Support Specialist ensuring proper computer operation for end users. Role involves fielding help requests, troubleshooting issues, and documenting solutions.
About the role
- Supervisor managing Level 2 technical support team to improve customer experience and operational efficiencies. Leading initiatives for service incident response with continuous team development.
Responsibilities
- Lead a technical support team to support operational goals, objectives, policies, procedures, and work standards for day-to-day activities
- Day-to-day management of the shift including Time Management/Attendance Tracking
- Provide End of Shift Summary Report
- Assist with Postmortems and RFOs for Gap Analysis if applicable
- Conduct Shift Meetings/Debriefs
- Floor Supervision/Management
- Coaching/Corrective Actions
- Foster an environment of continuous improvement to develop staff and team performance through regular feedback and coaching
Requirements
- BS/BA degree preferred (may be substituted with relevant or equivalent work experience)
- 3+ years’ experience leading customer-facing Technical Support or Delivery teams focused on Asset Protection services
- Proven technical problem solving, process development, and analytical capabilities
- Strong understanding of networking concepts (TCP/IP, routing, switching, VLANs, DNS, DHCP)
- Experience supporting VoIP technologies, SIP, call routing, and QoS principles
- Familiarity with network monitoring tools, ticketing systems, and incident management practices
- Ability to lead technical teams, prioritize tasks, and coordinate escalations
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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