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Capstone Search Advisors
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Team Supervisor 831201
679 Danbury Rd Ridgefield, CT 06877 US
Job Description
Fairfield County MSP is searching for a Reactive Team Supervisor who will be responsible for overseeing the Reactive Team processes and functions to ensure an efficient and effective client service delivery experience. Provide assistance to team members as needed and coordinate daily department workflows. The Supervisor is also responsible for managing department resources to ensure proper coverage and service delivery.
Job Function:
• Assisting Director of Ops in HR responsibilities of department personnel to include
participation in annual reviews and PTO approvals in conjunction with the Proactive
Team Supervisor
• Ensure HR policy adherence within Reactive Team.
• Coordinate resources within department to ensure timely and accurate delivery of
service and resolve scheduling conflicts
• Coordinate communication between Reactive Team and Client Success Team
• Monitor ticket flow to ensure client service delivery SLAs are met
• Assist Director of Ops in employee training for new team members as well as
ongoing team member training to promote growth
• Communication with clients as needed: keeping them informed of incident
progress, notifying them of impending changes, or agreed outages.
• Delegate tasks to team members and work with other departments as needed to
ensure clients are properly served
• Resolve support tickets as needed to balance workflow within department
• Daily review of Help Desk tickets and implement a plan of action to effectively solve issues and remove obstacles that delay client resolution.
• Coordinate and manage incident response efforts, including system outages,
service disruptions, and critical issues.
• Serve as the primary point of contact for client communication during incidents,
providing timely updates and resolution timelines.
• Collaborate with team to identify root causes and implement preventative
measures.
• Maintain and monitor high level of client satisfaction.
• Ability to work in a team and communicate effectively.
• Continually promote a positive company culture and adherence to our Cor Values
• Manage the escalation of service tickets that cannot be completed within agreed
service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Regularly document processes and procedures related to duties and
responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Maintain certifications required for position
Qualifications, Education and Experience:
• Supervisory experience in a business environment
• Interpersonal skills: such as telephony skills, communication skills, active listening
and customer-care.
• Comfortably handle technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Ability to de-escalate situations
• Self-motivated with the ability to work in a fast-moving environment.
• BA/BS, preferably in computer science or a related field or equivalent experience
• 5+ years of IT experience.
Job Function:
• Assisting Director of Ops in HR responsibilities of department personnel to include
participation in annual reviews and PTO approvals in conjunction with the Proactive
Team Supervisor
• Ensure HR policy adherence within Reactive Team.
• Coordinate resources within department to ensure timely and accurate delivery of
service and resolve scheduling conflicts
• Coordinate communication between Reactive Team and Client Success Team
• Monitor ticket flow to ensure client service delivery SLAs are met
• Assist Director of Ops in employee training for new team members as well as
ongoing team member training to promote growth
• Communication with clients as needed: keeping them informed of incident
progress, notifying them of impending changes, or agreed outages.
• Delegate tasks to team members and work with other departments as needed to
ensure clients are properly served
• Resolve support tickets as needed to balance workflow within department
• Daily review of Help Desk tickets and implement a plan of action to effectively solve issues and remove obstacles that delay client resolution.
• Coordinate and manage incident response efforts, including system outages,
service disruptions, and critical issues.
• Serve as the primary point of contact for client communication during incidents,
providing timely updates and resolution timelines.
• Collaborate with team to identify root causes and implement preventative
measures.
• Maintain and monitor high level of client satisfaction.
• Ability to work in a team and communicate effectively.
• Continually promote a positive company culture and adherence to our Cor Values
• Manage the escalation of service tickets that cannot be completed within agreed
service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Regularly document processes and procedures related to duties and
responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Maintain certifications required for position
Qualifications, Education and Experience:
• Supervisory experience in a business environment
• Interpersonal skills: such as telephony skills, communication skills, active listening
and customer-care.
• Comfortably handle technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Ability to de-escalate situations
• Self-motivated with the ability to work in a fast-moving environment.
• BA/BS, preferably in computer science or a related field or equivalent experience
• 5+ years of IT experience.
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Discover exciting job opportunities in the vibrant area surrounding Ridgefield, Connecticut! Nestled in Fairfield County, CT, this picturesque town offers a blend of historic charm and modern amenities that make it a perfect place to advance your career. With its close proximity to New York City and thriving local businesses, Ridgefield provides a wealth of growth opportunities for job seekers. Immerse yourself in the culture by exploring the Aldrich Contemporary Art Museum, catching a show at The Ridgefield Playhouse, or enjoying a delicious meal at one of the many cozy cafes and restaurants along Main Street. Consider making Ridgefield your career destination and experience the enchanting allure of this unique region. Browse our job listings now and take the first step towards a fulfilling career in Ridgefield, Connecticut!