Rapid Resolution Support Supervisor

Marco is a high-performing technology services company with a track record of creating rewarding careers. Whether you are early in your career ready for an exciting opportunity, or an experienced professional eager to elevate your skills with a Print & IT services and consulting industry leader, then you have come to the right spot.More about us. We make business technology Simple. Secure. Better.  We do it all – from hosted/cloud services, copiers/printers, managed services, phone systems, document management, business IT services and audio/video systems.  We are an organization with strong partnerships between sales and service.  We have hundreds of sales professionals, engineers, and technicians ready to fix any and all customer problems. With over 50 years in the industry, Marco has a Gold Standard Culture with a focus on employee engagement, client satisfaction, vendor partnerships, and community partnership.   Join our growing team. You won’t regret it.POSITION SUMMARY/OBJECTIVE: The Rapid Resolution Support Supervisor is responsible for the supervision and direction of assigned Rapid Resolution service personnel to ensure client expectations and divisional initiatives are met. With advanced technical knowledge of client’s software, systems and tools, the Rapid Resolution Support Supervisor must ensure a high level of external client satisfaction, consistency with corporate strategies and processes, and achievement of service goals and objectives. ESSENTIAL FUNCTIONS: 1. Provide daily supervision for the assigned Rapid Resolution 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 personal 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. 2. Oversee ConnectWise service tickets/service boards to ensure timely and accurate follow up and resolution. 3. Provide service issue escalation and client issue resolution support. 4. Manage and meet established metrics and team benchmarks, providing regular reports to the MIT Service Manager regarding the team’s performance. 5. Review and approve weekly time sheets validating accuracy and proper entries. 6. Conduct regular team meetings with assigned direct reports. 7. Provide on-call support advice and technical support to after-hours staff and clients regarding operational/applications issues. 8. Accurately maintain documentation and comply with administrative procedures in a timely basis to include time entry. 9. Attend required company and departmental meetings. 10. Perform other related duties as assigned. OTHER DUTIES: Please note the job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.QUALIFICATIONS: EDUCATION AND EXPERIENCE • Associate degree and four years of relevant experience; or equivalent combination of education and experience. • Previous service management experience preferred. • Experience or specialization with any of the following: VoIP, QoS, network analysis, wireless, directory services, unified communications and VDI preferred. LICENSES AND CERTIFICATIONS • Current high level industry recognized certifications including one or more of the following: CCNP, VCAP or VCDX, CCNP (Citrix Certified Network Professional), EMC-TA or BCNP. • Valid Driver’s License, proof of personal insurance and an acceptable driving record. REQUIRED SKILLS: 1. Solid understanding of the network operating systems, applications and services found in a client environment. 2. Proficiency with business collaboration tools such as MS Office applications and Visio. 3. Communication – Must possess superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization. 4. Commitment - This is needed to see a project or task from start to finish. Showing that you are a hard worker and committed to your job and improving yourself shows you can take something on and finish it. 5. Initiative - Being able to demonstrate that you can handle problems on your own and deal with them. Not waiting to be told what to do when you see a problem. If you can’t solve it yourself go find someone who can. 6. Confidence - When you are assured of your own ability it shows you have the nerves to handle the tough situations that can arise. 7. Teamwork - The ability to work with others on a combined task, make contributions to the task and share the responsibility of the outcome. 8. Time Management - Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines. 9. Enthusiasm - You need to be able to not only motivate yourself but motivate others as well. 10. Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation. Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.*all benefits are dependent on employment status    Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities Applicant Labor Law Posters