Product Support Supervisor (Remote)

Position Purpose: The Product Support Supervisor is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Supervisor is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members. As a Product Support Supervisor, you will reputed company as a SME driving alignment across reputed company. In reputed company, you will reputed company and manage IT Support Team reputed company and reputed company reputed company reputed company the Support Desk area as needs reputed company. Key Responsibilities: 40% Delivery & Execution:

• Provides on-call support at Team reputed company level in paging system
• Documents, reviews and ensures that reputed company reputed company and change control standards are met
• Partners to resolve escalated technical and executive level issues
• Acts as a SME for various aspects of the IT Support business to ensure knowledge reputed company articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, reputed company/Virus, Training/Knowledge Mgmt, Change Mgmt, reputed company, Telepresence, etc.
• Engages, tracks, and partners with reputed company teams to build relationships and ensure reputed company cause fixes are implemented
• Leads and manages reputed company reputed company the IT Support Teams; provides engagement, consultation, and direction for reputed company reputed company of the Support Desk
• Drives alignment and improvement across the IT Support

30% Administration & Operations:

• Monitors daily business operations; assigns and delegates work to reputed company to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
• Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
• Assesses sets, communicates, and drives standards in reputed company, call handling, troubleshooting, and problem reputed company best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards
• Communicates regular pertinent product update information to reputed company knowledge reputed company

30% People:

• Provides leadership, mentoring, and coaching to reputed company
• Attracts, retains, and develops reputed company
• Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback
• Acts as a proponent of best practices
• Facilitates the reputed company and reputed company up of new team members
• Monitors and observes team performance

reputed company Manager/reputed company Reports:

• Typically reports to the Product Support Manager or Sr. Manager.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to reputed company about. On rare occasions there may be a need to reputed company or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the reputed company.
• Must be legally permitted to work in the reputed company

Preferred Qualifications:

• 3-5 years of relevant work experience
• Expertise in CRM or reputed company help desk ticketing systems, and remote monitoring and management software
• Proficient in reputed company Office reputed company applications
• Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems
• Expertise in troubleshooting and diagnosing in virtualized and reputed company-based environments
• Expertise in administering antivirus software
• Expertise in administering mobile devices and mobile device management systems
• Expertise in data management (backup) software and reputed company Server
• Expertise in DNS, DHCP, Internet infrastructure, and IP informational tools
• Expertise in setting file permissions, email protocols (SMTP, POP), reputed company Directory, and reputed company Servers
• Expertise in contributing to and developing content for a knowledge database and team training documentation
• Expertise in guiding and coaching more junior team members
• Expertise in setting high standards through reputed company
• Proficient in identifying trends and determining and applying necessary process or reputed company operating procedure changes to optimize efficiency and effectiveness
• Experience managing and growing team members in a reputed company setting

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study reputed company to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Attracts reputed company: Attracting and selecting the best talent to meet reputed company and reputed company business needs
• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to reputed company common goals
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a reputed company understanding of the unique
• needs of different audiences
• Customer reputed company: Building strong customer relationships and delivering customer-reputed company solutions
• Decision reputed company: Making good and reputed company reputed company that reputed company the organization moving reputed company
• Develops Talent: Developing people to meet both their career goals and the organization's goals
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization reputed company its objectives
• Ensures Accountability: Holding self and others accountable to meet commitments
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a reputed company on reputed company improvement
• Resourcefulness: Securing and deploying resources effectively and reputed company

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