Support Center Supervisor - $105k - full time direct position

V-Soft Consulting is currently seeking a Support Center Supervisor for our premier client in the Bolingbrook, IL. This is full-time, direct position.

Overview:

The Support Center Supervisor will manage Support Center staff, receive and respond to customer support calls, and provide internal support for clients.

Project Description ?:

• Provide efficient and timely second level support to our customers and the company with the Support Center on a 24x365 basis
• Manage, Coach and Mentor support center staff members
• Train Support Center team on operational procedures and troubleshooting techniques
• Manage and assist the Support Center Team in day to day operations
• Set up and maintain user accounts
• Setup and support user workstations, hardware, and software
• Assist users remotely, in office, and at customer locations
• Support handheld devices including iPhone, Android, printers, fax, scanners etc.
• Create and update technical support documentation
• Perform staff scheduling for normal business hours and holidays
• Provide reports to corporate management regarding ticket performance
• Conduct annual performance reviews of Support Center staff
• Conduct staff termination if necessary and conduct staff hiring if necessary
• In advance of scheduled maintenance or anticipated service disruption, notify customers/users who will/may be affected with the downtime
• Ensure that Support Center team provides timely and considerate customer service to internal and external users
• Availability during off-hours to respond to support issues escalated by the Support Center team
• Uphold systems, infrastructure, and operational Service Level Agreements

Job Requirements

• Ideally candidates will have experience supervising a small team of technicians
• Experience performing a technical support role for computer data systems and supervising technical support staff
• Ability to administer and oversee our Jira Service Desk ticketing system
• Red Hat Enterprise Linux and/or IBM AIX Knowledge
• Microsoft Windows Desktop experience
• Networking knowledge and troubleshooting experience
• Experience with Active Directory, Group Policy, DNS/DHCP
• Familiarity with Illinois employment regulations, including standards for equal opportunity employment, racial and sexual harassment, overtime pay, hostile work environment, and anti-retaliation
• Must be able to work after hours on an “on call” basis
• Report daily to corporate headquarters in Bolingbrook IL
• Pass background checks for sensitive data access under all customer jurisdictions (Municipal, State, Federal, and International)
• Must be able to lift 50 lbs
• Be capable of evaluating and purchasing internal corporate IT equipment and supplies

Interested?

Qualified candidates should send their resumes to [email protected]

V-Soft Consulting is a trusted partner with experience across diverse technology stacks to help business get IT done. What makes V-Soft different? Our expertise is derived from over 20 years of delivering world-class IT staffing, consulting, engineering and managed services to Fortune 1000 and mid-market companies in the U.S., Canada, and Asia.

V-Soft is headquartered in Louisville, KY with strategic locations in India, Canada, and across the U.S., including Madison, Chicago, Denver, Harrisburg and Atlanta. V-Soft has been recognized among the top 100 fastest growing staffing companies in North America and is known for the ability to provide highly qualified consultants for any project at any scale. V-Soft has a wide variety of partnerships across diverse technology stacks, and holds such titles as MuleSoft Certified Delivery Resource, Oracle Gold Partner, ServiceNow Partner, Microsoft Partner, and Cisco Registered Partner, amongst many others.Suppo