Description

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Primary Responsibilities

Ensure team is working toward departmental goals in the most efficient and effective manner including:
Dashboard Management for all PODs
Assist with scheduling coverage
Join all day huddle with PODs
Train on specific clients and groups of engineers focused on various industries
Triage cases
Guide team members on Pager Duty usage
Contribute to POD Manager Escalation numbers
Participate in handoff meetings with each shift
Manage POD Teams Channel's for interdepartmental communications and escalations
Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards
Provide a weekend Summary email to leadership
Work with team to create knowledge base articles for working with clients and handling various situations
Contribute regular competency reviews for all team members
Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
Continually follow best practices through the entire training and technical support process
Ability to adjust priorities and balance responsibilities in a fast-paced environment
Available to work outside of standard hours when necessary or as part of on call rotation if applicable
Other duties as required

Requirements

Qualifications

Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
1-3 years of managerial experience; call center or managed services experience preferred
Technical subject matter expert on MSP products as they relate to Thrive's service catalog
Experience managing complex projects, clients, partners, and organizations
ITIL certification and practice preferred
Proven experience managing remote resources
Strong written and verbal communication skills

IT MSP Supervisor, Service Delivery