Technology Managed Services Supervisor

The Technology Managed Services Supervisor leads a team of junior and senior IT technicians in managing customer networks, including servers, workstations, network devices, firewalls, backups/business continuity devices, wireless, mobile devices, and a variety of cybersecurity tools. Key responsibilities of the position include a relentless focus on customer experience, an emphasis on reducing disruption for customer end-users, a dedication to continuous process improvement, and a commitment to enhancing the team’s abilities through training, documentation, and enabling development of a positive and proactive mindset.

Essential Job Functions:

• Leads, oversees and manages daily requirements of the Managed IT Services (MS) team, including organizing, scheduling, and tasking the team to exceed customer expectations.
• Maintains a working knowledge of the MS team’s software applications, server infrastructure, and network layout.
• Assigns, trains, and supports MS personnel to ensure continuous operation of mission-critical production systems.
• Ensures consistent use of the documentation platform and facilitates development and knowledge transfer across the team.
• Oversees the audit process of customer networks and the resolution of identified issues.
• Assists with interpreting audit results, current status, and problem resolution plans & results to internal and external stakeholders.
• Designs and implements workflows and processes/procedures to achieve efficient use of personnel resources while maintaining service quality, to include leveraging AI/ML technologies.
• Analyzes process performance using a continuous improvement philosophy to meet the operational needs of the organization. Develops procedures and appropriate training to improve both operational support and reporting. Implements a training program for team.
• Prepares and communicates status and performance reports to staff and other management teams.
• Generates and analyzes reporting of workload efficiency of staff to redesign workflows and recommend required staffing levels to Management.
• Performs root cause analysis to identify and recommend operational changes to the management team. Implements these changes in coordination with other management staff.
• Works closely with the project delivery team to minimize operational impact on customers due to project implementation.
• Coordinates with internal and customer stakeholders on lifecycle planning for customer technology infrastructure.
• Provides support and assistance for primary and secondary levels of troubleshooting.
• Assists with developing and updating standards for our product stack and for the assessment of customer networks.
• Coordinates scheduling of needed on-site customer maintenance with Golden West Technologies’ service department.
• Assists with scoping & design for service additions and for new managed services clients.
• Assists with internal audits, including the annual SOC-2 assessment.
• Participate in on-call rotation.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of the MSP and IT industry.
• Knowledge of company policies and procedures.
• Working knowledge of operational support escalation principles and industry standard KPIs used to measure success.
• Management and supervisory skills are required, plus the ability to plan and prepare.
• Must be highly organized, pay attention to detail, and have the ability to provide followup.
• Ability to read, analyze, and interpret all forms of information.
• Effective communication and strong interpersonal skills required.
• Must be able to lead a team effectively, influence without authority, and work within a team environment.
• Must demonstrate tact and diplomacy.
• Flexibility and the ability to work within ambiguity are required.
• Must possess strong problem-solving and resolution skills.
• Knowledge and experience with Microsoft Office products, including Word, PowerPoint, Excel, and Visio.
• Must be able to work independently and make sound technical decisions using the information at hand.
• Ability to provide excellent customer service, whether internally or externally.

Education and/or Experience:

• Degree in Computer Science, Information Technology, Computer Engineering, or related fields; plus, a minimum of 5 years of related experience and/or training; supervisory experience preferred.

Certifications, Licenses, Registrations:

• Advanced IT certifications are preferred, especially Microsoft.
• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.