ApplyDescription
Are you in tune with your technical side? Does leading a team excite you? Want to foster a culture of employee growth? Good, because we have been searching all over the Midwest for you. Are you in?
About us:
- We were born in Nebraska, raised in Nebraska, and enjoy serving the Midwest with offices in Lincoln, Omaha, Kearney & Central City.
- We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.
- We are all about our company culture so much so, that it’s our #1 priority
- We believe life is an adventure to be lived. With more than 180 engineers, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life
- We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about.
With us you will be able to:
- Work with insanely smart people. Top talent wants to work with top talent. Here you will have the chance.
- Stay sharp and broaden your knowledge base, achieve new heights with a team dedicated to your professional growth.
- Work for a leader that has your back.
- Provide solutions to clients to drive their success.
Requirements
JOB SUMMARY
A Support Desk Supervisor is the first line of client telephone technical support. Provides excellent customer service remotely. Drives company performance by resolving issues and fulfilling requests for our clients. Is a technical resource for Support Desk Engineers while driving and contributing to key performance indicators for the department.
FUNCTIONS
80% - Client Support and Customer Service
- Serve as the primary point of contact for incidents and service requests
- Troubleshoot IT issues and problems for our clients
- Provide support relating to technical issues involving Microsoft's core business applications and operating systems
- Help organizations with basic technical support at the network level: WAN and LAN connectivity
- Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Act as point of escalation for the Support Desk Team
- Provide the highest level of customer service, perception, and satisfaction
- Work through a daily schedule in ConnectWise - On going ticket review
- Update tickets regularly and keep the customer informed, i.e., keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Ensure SLAs goals are met and escalate service or project issues that cannot be completed within agreed service levels
- Create, review and maintain documentation for clients
15% - Development
- Partners with Support Desk Manager to drive Support Desk results and motivate the team.
- Acts as a technical resource for the Support Desk Team.
- Engages in the technical troubleshooting process to ensure client satisfaction.
- Develops the team in their critical thinking skills
- Acts as a resource to employees on Support Desk technical skill, processes and procedures such as, but not limited to Five Nines Stack Technology, Connectwise, ticket management, IT Glue and Slack
- Ensures new hires are trained on critical tools and technology
5% - Documentation, Audits and Standards
- Responsible for entering service or project tickets, time and expenses in ConnectWise as it occurs
- Resolve Five Nines’ audit findings or and general support as required
- Serve as mentor to Support Desk Engineers
- Serve on internal committees as requested
- Attend and occasionally lead internal meetings
Desired Qualifications:
- Associate’s Degree in Information Technology or equivalent work experience
- Excellent communication skills
- Strong customer service orientation
What we bring to the table:
- Competitive pay
- Full health care benefits options including dental, vision
- Company laptop, home internet and mobile phone stipend
- Long term and short-term disability insurance
- 401K plan with matching
- 3 weeks PTO
