Reactive Team Supervisor

Job Description:

The Reactive Team Supervisor is 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 core 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.