Technical Support Supervisor Jobs in Florida (NOW HIRING)

Job Summary:
1872 Consulting is a firm specializing in technical support services, and they are seeking a Technical Support Supervisor to lead a team of analysts. The role involves supervising the support operations, managing escalations, and ensuring coverage for technical issues across global offices 24/7.
Responsibilities:
• Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
• Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
• Has developed active listening skill & speaks with the customer in mind.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Able to adapt team to business conditions & provides input on personnel decisions.
• Plans within standardized frameworks and models & fully supports change programs.
• Proactively seeks information and lessons learned from others to identify roadblocks.
• Managing organizational development, including team development and strategic change programs.
• Recognized as a positive & motivational leader for the team and organization.
• Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various applications.
• Proficiency in Remote Computing and Citrix experience.
• Understand and able to assist with various video conferencing technologies.
• Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
• Excellent PC troubleshooting skills.
• Vast experience with iOS setup and troubleshooting.
• Intermediate Networking including wireless experience.
• Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Oversee Technology Support procedures and staff.
• Implements and monitors call intake and referral process.
• Trains Analysts on procedures and coaches them on customer service and technical skills.
• Fills in as additional Analyst when needed and leads the group by example.
• Maintains Analysts' work and on-call schedules along with the manager.
• Resolves ticket management and referral issues.
• Verifies that consistent data entry and complete problem descriptions are included in all tickets.
• Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction
• Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
• Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
• Provides management reports on Technology Support operations and issues regarding the firm's customer base.
• Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
• Understands and assists in problem management process.
• Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
• Focuses on the day-to-day operations of the office, working in concert with the office's functional operations leads.
Qualifications:
Required:
• 7+ years of experience with IT Support and/or Engineering
• Must have 2+ years of experience in a supervisory or manager role of a tech support team
• Must have strong experience providing escalated hardware and software support in a Microsoft environment
• Must be willing to work onsite 5 days/week, ensure there is 24/7 coverage and be available for escalated issues on nights/weekends
• Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
• Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
• Has developed active listening skill & speaks with the customer in mind.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Able to adapt team to business conditions & provides input on personnel decisions.
• Plans within standardized frameworks and models & fully supports change programs.
• Proactively seeks information and lessons learned from others to identify roadblocks.
• Managing organizational development, including team development and strategic change programs.
• Recognized as a positive & motivational leader for the team and organization.
• Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various applications.
• Proficiency in Remote Computing and Citrix experience.
• Understand and able to assist with various video conferencing technologies.
• Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
• Excellent PC troubleshooting skills.
• Vast experience with iOS setup and troubleshooting.
• Intermediate Networking including wireless experience.
• Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Oversee Technology Support procedures and staff.
• Implements and monitors call intake and referral process.
• Trains Analysts on procedures and coaches them on customer service and technical skills.
• Fills in as additional Analyst when needed and leads the group by example.
• Maintains Analysts' work and on-call schedules along with the manager.
• Resolves ticket management and referral issues.
• Verifies that consistent data entry and complete problem descriptions are included in all tickets.
• Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction.
• Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
• Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
• Provides management reports on Technology Support operations and issues regarding the firm's customer base.
• Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
• Understands and assists in problem management process.
• Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
• Focuses on the day-to-day operations of the office, working in concert with the office's functional operations leads.
Preferred:
• Citrix or other VPN experience
• Experience supporting AV and Conference Rooms, ideally with Polycom and/or Cisco technology
• Experience with AirWatch or other MDM systems
• Avaya experience
Company:
1872 Consulting is a recruitment and IT consulting company. Founded in 1872, the company is headquartered in Chicago, USA, with a team of 11-50 employees. The company is currently Early Stage.