Position Purpose and Impact

• The Help Desk Technical Support Supervisor is responsible for supporting the management and outcomes of the inbound/outbound Technical Support department while overseeing daily operations and people development responsibilities. Responsible for overseeing the Technical Support team’s daily activities such as the documentation, troubleshooting and resolution of hardware, network, software, application specific, technical, and client service-related issues. Scheduling and organizing team members to meet the needs of the company and department. Document, analyze, and report on daily issues, policies, and procedures. Responsible for developing clear strategies and goals to improve efficiencies and provide an exceptional level of customer support.

Responsibilities

• Responsible for Technical Support day-to-day operations to establish, develop, and ensure all team goals, overall department performance, individual performance, Key Performance Indicators (KPIs), contractual needs, and client satisfaction standards are met or exceeded.

• Supervise, schedule, and direct a high-performing technical support department consisting of geographically distributed team members.

• Actively participate in department continuous improvement by escalating points of concern and providing insightful data and recommendations to management.

• Responsible for performance management, including skill development, training plans, and coaching team members.

• Consult and assist in developing and executing staffing models and forecasting to meet contractual needs, client satisfaction metrics, business optimization, and financials targets.

• Analyze various department metrics to identify notable trends and areas to improve or streamline the client user experience with hardware, networking, and software and Technical Support team troubleshooting.

• Provide effective and timely issue resolutions in accordance with client service level agreements and department policies and workflows.

• Supports department’s case management and ticket queues for client troubleshooting and resolution in alignment with department quality standards and Service Level Agreements (SLAs).

• Instill a department customer service culture that drives an elevated level of employee and client satisfaction.

• Act as a point of escalation and providing resolution to issues in accordance with service level agreements.

• Interface directly with both clients and internal departments to advocate on behalf of client needs.

• Serve as a point of contact on Technical Support department expertise and represent the support team in a professional manner on client facing calls.

• Generate and deliver effective key management reports, project updates, progress reports and other reports as needed and assigned.

• Work closely with other departments (e.g., product, development, sales, consulting) to provide feedback, develop processes, and ensure a great client experience.

• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.

• Perform basic troubleshoot and evaluation of network, point of sale related hardware and software, including PCs, tablets, mobile devices, printers, scanners, swipes, cash drawers, switches, routers, modems, network related equipment, operating systems, firmware, and custom software.

• Maintain advanced knowledge of company and third-party products, services, requirements, policies, and procedures.

• Promote Department and Aspira policies and procedures, the quality of its products and reputation, and consistently supports compliance and all applicable regulatory initiatives by protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable regulations in tandem with Company’s policies and procedures.

• Lead the Department culture as an extension and representation of Aspira Company culture, fostering teamwork, collaboration, transparent communication, and accountability within all actions.

• Observes a flexible schedule as needed to achieve business results and supports the department and team with other duties as needed or assigned.

Qualifications

• Ability to develop and coach team members.

• Experience in workforce management planning, implementation, and oversight.

• Excellent problem-solving, communication, documentation, interpersonal skills, and patience.

• The ability to work in a team environment and ensure cohesive workflows between interdepartmental teams.

• Technology background or strong personal interest in technology.

• Ability to troubleshoot and resolve difficult problems.

• Effective communication skills that can be tailored to the client’s needs.

• Ability to learn quickly in a self-directed environment with minimal supervision.

• Customer and team focused attitude.

• Ability to adapt to change.

• Strong organization and time management skills.

• Function professionally in a corporate environment.

• Ability to change priority and go from task to task quickly and efficiently.

• Ability to manage multiple high priority issues simultaneously.

• Ability to identify and measure critical core competencies and essential performance metrics.

• Comfortable communicating with all levels of professionals and crafting communication which represents the departments supervision and managerial level.

• Possesses a solid understanding of department workforce management (forecasting & scheduling).

• Experience building, managing, and reporting on quality initiatives and objectives. Exercises effective independent judgment and adhere to deadlines and schedules.

Desire Education and Experience

• Associate’s degree within Information Technology, Computer Science, or other related discipline preferred with a combination of education and technical training or work experience considered in lieu of degree.

• CompTIA Certifications strongly beneficial (A+ Certification, Network+ Certification).

• Microsoft Role-Based Certification strongly beneficial. Or equivalent certification/experience.

• 2 – 4 years supervisory experience within an inbound/outbound Technical Support environment servicing and troubleshooting products and services for client use of software and hardware.

• 2 – 4 years of relevant inbound/outbound technical support customer service experience within the IT/SaaS field.2 – 4 years of relevant inbound/outbound technical support customer service experience within the IT/Customer Service/SaaS field.

• 2 – 3 years providing hardware support.

• 2 – 3 years providing home/small office network support.

• 2 – 3 years in troubleshooting software and Windows Operating Systems.

Desired Hardware and Software Competency

• Network and internet protocols understanding, including TCP/IP, Wi-Fi, and small office/home office (SOHO).

• Understanding of Windows Operating System installation/support/command line, etc.

• Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc

• Microsoft Suites Intermediate Level: professional usage of suites in an office setting

General Physical Demands

The below physical demands are representative of those required to successfully perform the essential functions of this job.

• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.

• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.

• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.

• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.

• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.

• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.