Noc Shift Supervisor - Remote- (M-F 7A-4P Pst)

Job Title: NOC Shift Supervisor

Reports to:NOC Manager

Location: Remote, If in Greater Sacramento Area, Onsite in Roseville, CA at HABC

Days/Hours of Work: Monday thru Friday 7am - 4pm PST, and as needed nights and weekends

JOB SUMMARY:

The NOC Shift Supervisor is a problem solver and is responsible for execution and service delivery of the support center. This role has the responsibility of ensuring ticket queues and escalation requests are remediated in an efficient and timely manner. The NOC Shift Supervisor works with internal & external resources to remediate issues effectively. The NOC Shift Supervisor aligns people, process and technology, as a result, is a key role that contributes heavily towards the success of our support center.

The NOC Shift Supervisor provides direction to company resources to deliver excellent support in a timely manner. The Shift Supervisor has frequent contact with clients, subordinates, peers, and 3rd party vendors.

Essential Functions:

• Manages ticketing queue, monitors incidents, urgency levels and reviews aging tickets.
• Handles client escalation requests by working with internal & external resources to remediate issues effectively.
• Drives daily ticket SLA, ticket assignment, and daily operational metrics.
• Operational discipline, providing direction on process and operations.
• Aligns company resources to ensure compliance with organization’s command media.
• Supports critical incident triage, resolution and postmortem reviews.
• Performs call, email and ticket queue monitoring for quality assurance.
• Collaborates effectively with company management to accomplish assigned objectives and goals.
• Supports information technology strategies, policies, and procedures.
• Supervises performance of support resources for accountability to key performance indicators, company policies, and customer service
• Leads by example and exceeds requirements for policies including attendance and dress codes.
• Other duties as assigned

JOB SPECIFICATIONS – Knowledge, Skills, and Qualifications:

• Strong customer service skills, and excellent communication skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Possess excellent time management skills.
• Experience with mentoring staff, fostering a team environment, and upholding policies.
• Motivated with strong work ethic.
• Ability to support employees to enhance their performance, development, and productivity.
• Ability to create daily, weekly, monthly, and/or quarterly performance reports.
• Ability to handle multiple concurrent issues under high-pressure situations with accuracy.
• Ability to work closely with peers, operations, and engineering teams.
• Ability to function in a 24/7 operational environment.
• Ability to work a flexible schedule on weekdays and weekends as required.
• Travel may be required for this position.

Working Conditions / Environment & Physical Demands:

• Required to work in an office environment with moderate noise and moderate temperatures.
• Incumbent may be asked to perform other duties as required.
• Sit for long periods of time.
• May lift/carry/push/pull up to 50 pounds
• May require minimal walking, climbing, stooping, crouching, and/or bending
• These positions may be expected to work varying shifts and hours to ensure successful operation of activities in the organization.
• Position may require Travel to customer and Quest locations.

The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.

Wages and Benefits:

• This position is a Full time, exempt position with expected pay compensation to be in the following range DOE; $2700 - $3,333 per pay period. Quest recognizes 24 pay periods per calendar year.

DISCLAIMER:

Applicant must successfully complete company background check including DMV as well as pre-employment screening. Incumbent may be asked to perform other duties as required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Equal Opportunity Employer – Minorities, Women, Disabled and Veterans are encouraged to apply.

About Quest:

Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services. Either on-site or from one of over two dozen secure global service delivery centers, Quest offers Cloud, Disaster Recovery, Security, Network, Server Management and IT Staffing Solutions. QuestFlex®, a unique and flexible service level agreement, provides Quest's customizable services and solutions based on clients' requirements. For more information, please visit our website at: http://www.questsys.com/.