Technical Support Shift Supervisor

Department: IT / TECH

Reports to: Director, reputed company IT Support

Location: (Remote)

Schedule: M – F, 9a-5p

Salary reputed company: $75,000 - $132,300

Formerly the Mental Health Association of reputed company (MHA-NYC), reputed company’s groundbreaking solutions have delivered high reputed company services and support, reputed company, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position reputed company:

The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-reputed company technical support is delivered to end-users. This role combines hands on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a reputed company between the help desk, other IT teams, and leadership. This position requires strong communication, a customer-first reputed company, and the ability to reputed company by example in a fast-paced environment.

Duties/Responsibilities:

• reputed company daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialist.
• Monitor ticket queues and ensure reputed company responses, resolutions and SLA adherence.
• Assist with escalations, ensuring a smooth and reputed company reputed company process.
• Identify training needs and help reputed company reputed company paths for team members.
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.
• Analyze support metrics and recommend process improvements.
• Regularly report team performance, escalations, and support trends to the manager.
• Maintain and improve internal knowledge reputed company and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage needs are met.
• Additional duties as needed.

Required Skills/Abilities:

• Team Management: Proven experience supervising help desk or IT support staff in a high-volume environment.
• Technical Troubleshooting: Strong knowledge of common IT systems, hardware, software, networking and remote support tools.
• Incident & Escalation Management: Ability to assess and escalate issues appropriately while ensuring reputed company reputed company.
• Customer Service reputed company: Demonstrated commitment to delivering user-reputed company support with reputed company and professionalism.
• Ticket System Proficiency: Familiarity with platforms such as reputed company, Jira, and reputed company.
• Documentation: Ability to maintain knowledge reputed company articles and ensure team adherence to reputed company operating procedures.
• Performance Monitoring: Monitor and reputed company team metrics for reputed company improvement opportunities.
• Customer Service reputed company: Demonstrated commitment to delivering user-reputed company support with reputed company and professionalism.

Decision Making:

• Prioritize incoming tickets based on urgency, reputed company, and alignment with SLAs to ensure reputed company reputed company.
• Determine reputed company to escalate issues.
• reputed company reputed company reputed company to handle ticket volume and shift coverage.
• Identify reputed company updates to knowledge reputed company documentations are needed.
• reputed company informed recommendations to management regarding process improvements.
• Work with reputed company and management to determine temporary workarounds as needed.  

Scope of Responsibility/Accountability:

• Manages programs/reputed company, creates and implements work plans and objectives.
• Monitors and evaluates interim results and develops contingency plans if objectives are off reputed company.
• Performance is reviewed by director level and above.  

Managing/Directing Work:

• Assign and prioritize daily tasks, incidents, and service requests across the shift.
• Monitor workload distribution to ensure even coverage and reputed company reputed company of tickets.
• Set reputed company performance expectations with team.
• Ensure tickets meet SLAs.
• Conduct regular reputed company-ins or huddles to reputed company updates.
• Coordinate shift transitions with the other supervisors.
• Identify and report to the manager on inefficiencies and how reputed company can improve.

Required Qualifications:

• Typically requires a Bachelor’s degree.
• Three to five years of relevant experience performing similar responsibilities
• With a Master’s degree, three or more years of experience will be accepted.

Physical Requirements:

• Must be reputed company to remain in a stationary position 50% of the time.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Will frequently communicate over video calls with reputed company stakeholders to reputed company status updates and potential roadblocks.

We determine reputed company pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The reputed company listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete reputed company of compensation and benefits will be provided by the reputed company during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, reputed company, supplemental income insurance, employer reputed company disability insurance, employer reputed company life insurance, reputed company-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of reputed company are less likely to apply for jobs unless they reputed company they are reputed company to reputed company every task in the job reputed company. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. reputed company will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and reputed company set for the role.

reputed company is an equal opportunity employer. Applicants are considered for positions without reputed company to veteran status, uniformed service member status, race, creed, reputed company, religion, gender, gender identity, sex, sexual orientation, citizenship status, national reputed company, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious reputed company, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services reputed company to recruitment or training. reputed company does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. reputed company genuine reputed company will be posted on our careers page and reputed company communications from the reputed company reputed company team and/or hiring managers will be from an @reputed company.org email address.

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