Job Summary

The Managed Services Service Desk Supervisor is accountable for managing assigned staff in support of the Core BTS Cloud/Managed Services Team.

Managed Services Service Desk Supervisor is focused on:

• Delivering service that meets SLAs and fulfills Core’s agreements with customers
• Supervising assigned staff to ensure work performance meets Core’s standard
• Teamwork with other Managed Services and external Core BTS team’s relation to staff, customers, and services
• Recruiting, supervising, and coaching assigned Service Desk Analysts

This is 3rd Shift opportunity with hours from:

11:30 pm - 8:00 am CST (Tuesday-Saturday)

11:30 pm - 8:00 am CST (Sunday-Thursday)

11:30 pm - 10:00 am CST (Friday-Monday)

Essential Duties

To meet the responsibilities of this position, the individual will conduct the following essential duties and activities:

• Oversee the accurate processing of requests, incidents, and manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents during their assigned shift. Monitor and manage phone and ticket queues to ensure timely response to requests and incidents.

• Recruit, train, coach, and mentor assigned Service Desk Analysts including career development. Oversee activities during time assigned (e.g. After hours, or business hours). Build and/or obtain training material for support staff. Schedule employees working times to ensure continuous 24x7 coverage.

• Provide Quality Assurance for all C/MS Services tickets and periodic call reviews. Issues with the Service Desk Supervisor’s staff will be addressed immediately. Issues with direct reports of other managers will be provided to the appropriate manager for correction.

Required Skills

• Associate Degree or equivalent education and/or equivalent experience
• Technical managed service experience – 3-5 years
• Leader/manager experience – 1-3 years
• Expert level experience within their practice discipline
• Working knowledge on the creation and implementation of service delivery processes
• Strong client relations skills
• Personnel scheduling
• Understanding of ITIL best practices
• Review incidents with other managers, NOC Engineers and Sales, and decide on direction
• Provide input on expansion, hiring, terminations, technologies supported by team
• Provide input on professional development plans to be implemented by the practice
• Quality assurance and weekly review of work product to include ticketing call recordings

Benefits

You'll love working at Core BTS not just for the usual benefits, but for our environment and culture!

• You'll work with a great group of people in a highly collaborative team and results-oriented atmosphere
• You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
• You’ll work with large, sophisticated, and progressive clients throughout North America

We provide a comprehensive benefits program including; Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Core BTS is proud to be an Equal Opportunity/Affirmative Action employer.

Core BTS will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.