Remote Support Supervisor
MD - Baltimore
All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.
With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!
The Supervisor position is a process management, technical mentoring, and HR management position in the Remote Support Center (RSC). The RSC is a centralized group of engineers focused on and specialized at working support tasks remotely for our nationwide client base. The Supervisor position ensures support requests are being handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.
Duties and Essential Role Functions:
-Cost per Contact
-First Contact Resolution Rate
-Average Speed of Answer
-Service Delivery Quality
-Manage the delivery process, performance, and quality of remote support services
-Improve overall service delivery and quality through training and coaching
-Improve efficiencies by analyzing remote support activities and proposing recommendations
-Ensure processes exist and, when possible, are standardized and repeatable
-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 metrics with team members
-Identifying coaching or training opportunities to improve individual performance
-Deliver annual performance reviews to RSC engineers
-Provide management with performance reports
-Measure, monitor and work to drive down call and task levels
-Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
-Supervisor are responsible for HR management functions
-Remote support skills
-Client service skills
-HEROES values and corporate citizenship
-Professionalism and punctuality
-MCTS: Windows Server 2008
-1 Core Exam towards MCSA Server 2012
-MCTS: Exchange 2010
-1 core exam towards MCSE: Messaging (Exchange 2013)
-MCITP: Office 365 Administrator
-Cisco Certified Network Administrator (CCNA)
-Apple Certified Technical Coordinator (ACTC)
-Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training. This training is generally conducted within the 1st three (3) months of employment with the company. Additional skills training will also be available and further travel within the U.S. may be required for this position.
A Supervisor will interact daily with business leaders, department leaders, Central Services team members, Field Engineering team members, and clients. Reports to and interacts with the local Remote Support Center Manager.
The majority of work will be performed in one of two Remote Support Centers depending upon location; Phoenix, AZ or Denver, CO. Spend consecutive hours in front of computer monitors and using keyboard and mouse. Work at least an eight hour shift schedule starting at various times, which may include graveyard shift work as well as weekends.
Konica Minolta offers:
Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.