IT Service Supervisor

St. Louis Park, MN

The IT Service Supervisor is responsible for the supervision and direction of assigned IT & Voice service personnel to meet corporate initiatives and objectives for profitability.  The IT Service Supervisor must ensure a high level of external customer satisfaction, consistency with processes and achievement of service goals and objectives.  

Main Responsibilities:

  • Provide daily supervision for the assigned IT and Voice Service team members to include:
    • Coach and train team members
    • Be the first escalation point of contact to handle issues and involve direct manager as needed
    • Monitor team coverage, oversee personnel time off approval, make sure back-ups are in place and redistribute work to cover when others are out
    • Monitor staffing and equipment needs
    • Conduct performance reviews and make compensation recommendations
  • Monitor Connectwise service tickets/service boards, in conjunction with other service leadership and Client Service, to ensure timely & accurate follow-up & resolution
  • Review service requests with installation labor to ensure proper process and profitability
  • Organize and facilitate training on Connectwise for assigned service personnel
  • Partner with Client Services to research and resolve client complaints and issues
  • Maintain accurate records of discussions or correspondence with clients
  •  Interface with manufacturers as needed for issue escalation
  •  Manage and meet established metrics and team benchmarks, providing regular reports to direct manager regarding the team's performance
  •  Review and approve weekly time sheets validating accuracy and proper entries
  •  Conduct regular team meetings with direct reports
  •  Stay up to date with relevant state-of-the-art technology, equipment and/or systems
  •  Participate in the duty manager afterhours on call rotation
  •  Assist Sales Representatives with pre-sales activities by assigning resources
  •  Accurately maintain and comply with documentation and service procedures in a timely basis to include time entry process
  • Attend required company and departmental meetings
  • Perform other related duties as assigned

Required Qualifications: 

  • Bachelor's Degree and 2 years of experience or equivalent experience
  • Experience with and understanding of network applications and protocols
  • Proficiency with business collaboration tools such as MS Office applications, Outlook, Visio and company and client specific programs

Preferred Qualifications:

  • Previous service leadership experience
  • Current certifications to include any of the following:  A+, N+, MCSA or CCENT




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