Supervisor, Technical Support
Bristol, VA

Summary:

The Technical Support Supervisor directs a group of Network Support Specialists by understanding, interpreting and leading the team to departmental and corporate operating objectives and administering these objectives at the team level.

Duties & Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Recruit, mentor and develop employees. Promote opportunities for employee growth, learning and experience.
• Regularly communicate with and lead Network Support Center Team Leaders to achieve department and organization goals and mission.
• Create and implement department policies and procedures that promote the goals and mission of the organization.
• Create training material for team members and conduct regular training to ensure comprehension.
• Act as an escalation point for customer relations. Effectively resolve customer issues when escalated.
• Coordinate information sharing activities between Network Support Center and other departments.
• Regularly create and communicate individual and team metrics reports to leadership team.
• Communicate with other departments to coordinate activities and promote organizational goals.
• Promote high levels of service for internal and external customers.
• Manage automatic call distributor (ACD) system for department and organization to ensure efficient routing and completion of customer contacts (telephone and email).
• Complete specific projects and assignments as directed by leaders.
• Other duties as assigned

Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong leadership skills and experience.
• Strong technical skills and experience.
• Experience in telecommunications, data networking, CATV systems is a strong advantage.
• Business administration and experience is a strong advantage.
• Other key qualities include: Organizational abilities, problem solving, crisis management, team building, project management, technical writing, data analysis.

Education:

Bachelor degree in Computer Science, Information Technology, Engineering or related field is preferred. Business training or degree is also a plus. Five or more years of experience in a related field is preferred.

Experience/Skills Needed:

Minimum of one year of lead or supervision experience in similar industry preferred.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee must be able to work outdoors in warm and cold climates and is regularly required to drive, sit, stand, and walk; use hands to finger, handle or feel; use vision to adjust focus to close and distant objects; be able to occasionally lift up to 50 lbs, e.g. boxes of sales and marketing materials, display objects, etc.

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• Ability to work beyond normal business hours including evenings up to 9 pm, weekends and holidays as necessary
• Must be able to work in inclement weather
• While performing the duties of this job the employee is required to have and maintain a valid driver’s license and driving record that meets the standards of our insurance company

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*