AddressThe Supervisor is responsible for managing the process and workflow of the shift to ensure L1 and L2 engineers are maintaining high levels of customer service by addressing all issues in a timely manner and communicating status to the customer and SAMs/PMs according to Standard Operating Procedures. In addition to supervising the level 1 and level 2 engineers, the Supervisor also serves as on-site escalation for the Ops Techs and any customer who wishes to speak with someone in authority.
Key Areas of Responsibility
- Monitor daily workflow to ensure engineers are working as efficiently as possible to provide the ultimate customer experience by meeting or exceeding Service Level Agreements
- Coach, mentor, motivate and develop coworkers
- Act as the Situation Manager in defined situations
- Determine the training needs of team members and work with fellow supervisors, NOC Team Lead and Operations Engineering Manager to coordinate if necessary
- Set the daily objectives for the team, provide direct supervision for all working the shift, including performance and compensation assessments for assigned team members
- Coordinate with the fellow Supervisors to ensure adequate staffing and shift coverage
- Serve as Administrator for NOC Wiki site, maintain the NOC calendar, ensure audits are done in a timely manner and master audit sheet is current
- Work closely with the NOC Team Lead to ensure the team is following governance and established processes and procedures
- Contribute to customer support process improvements
- Work with Operations Engineering Manager to develop team goals and objectives
Responsibilities
- Assist with hiring of new Engineers
- Perform regular audits of coworker tickets including coaching sessions.
- Participate in or designate a team member to participate in Post Incident Reviews for issues that occurred during shift
Minimum Qualifications
- Associate Degree or equivalent technical experience
- Minimum 15 months as Engineer I/Engineer II within Managed Services
Other Required Qualifications
- Strong interpersonal and communication skills
- Strong problem solving skills
- Ability to think creatively and strategically
- High organizational skills and the ability to delegate tasks efficiently
- Maintain composure in a sometimes high-stress work environment while providing superior customer service
Preferred Qualifications
- Bachelor’s Degree
- Previous leadership experience
- Previous experience in a large managed services environment
