All Covered / Konica Minolta currently has an exciting opportunity for a Supervisor to manage a team of IT engineers supporting our national finance customers’ infrastructure.

The Supervisor position is a technical mentoring, process advocate and HR management role in the Remote Support Center (RSC). The RSC is a centralized group of engineers that support a variety of infrastructure technology for our managed services clients across the country. Ideally, the Supervisor should have previous managed services or multiple infrastructure environment experience and be a champion of superior customer experience. In this role, you will ensure that support requests are being handled to the delight of our customers and that the engineers have the tools, resources and support they require to grow in their skill development. This is a great opportunity that will maintain your hands on technology skills and further develop your people management focus.

Job Functions:

  • Supervise a team of engineers with a focus on:
    • Client satisfaction
    • Service Delivery Quality
    • Mentoring/Coaching
    • Manage the delivery process, performance, and quality of remote support services
    • Improve overall service delivery and quality through training and coaching
    • Responsible for HR management functions, including interviewing, hiring, inspiring, creating performance and succession plans, and terminations when necessary
    • Improve efficiencies by analyzing remote support activities and proposing recommendations
    • Review, train, implement, and enforce Standard Operating Procedures
    • Ensure service levels are achieved and aligned with client agreements
    • Ensure customer expectations are met or exceeded
    • Frequently review individual performance and metrics with team members
    • Identify coaching or training opportunities to improve individual performance
    • Create and deliver annual performance reviews to RSC engineers
    • Collaborate with management on best practices and continuous improvement
    • Work with national teams, Account Managers and Engineers across the organization

Experience, Educational Requirements and Certifications:

  • Supervise a team of 8 or more employees
  • 2 Years of supervisory experience of a technical team or related experience
  • 5 or more years of providing remote support and troubleshooting experience
  • BA, BS or similar degree in computers/electronics or relevant experience
  • Knowledge of the following industry certifications is desired:
    • MCTS: Windows Server 2008
    • 1 Core Exam towards MCSA Server 2012
    • MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
    • CompTIA Server+
    • MCITP: Office 365 Administrator
    • Cisco Certified Network Administrator (CCNA)

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