Supervisor, Technical Services

Overview

Via Path is seeking a Supervisor of Technical Services to oversee a portion of our Technical Support team that provide technical assistance on various product lines. We provide hardware and software telecommunications solutions, and our support staff are responsible for the entire application ecosystem. This position will oversee a multi-discipline team focused on providing excellent front line support to our facilities.

The focus areas are on quality, consistency, and first call resolution. We are seeking an experienced leader who is very familiar with technical call center protocols/technologies, and has a track record of expressing expectations, and then successfully managing staff to those expectations.

This position is based at the Via Path office located in Dallas, TX. Position will be responsible for supervising a team that has a 7AM shift start.

• Serve as an Ambassador for Via Path
• Oversee staff hiring, training, scheduling, and utilization
• Manage all aspects of employee performance
• Build standardized process and procedure for all functions of the department
• Partner with department managers to facilitate work moving between groups
• Drive staff adherence to departmental procedures
• Actively oversee call and ticket quality reviews with the Team Leads
• Act as a point of governance for how the department’s resources are allocated by the business
• Manage SLA breach notifications across all priority levels
• Develop new processes and OLAs with appropriate business units
• Assign and prioritize daily service tickets
• Monitor workloads to allow the department to shift labor resources dynamically in response to client impacting events
• Direct the staff on ITSM/ITIL policy adherence
• Develop a culture of mentorship and cross training
• Drive daily and proactive communication of customer issues to appropriate teams and departments
• Participate and coordinate team on-call production support rotation, occasionally required to do work during non-business or late-night hours
• Other duties as assigned | Some travel required

• High School Diploma or GED required;
  Associate’s degree preferred
• Minimum of 5 years of technical support experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting. Will consider a combination of experience and education.
• Minimum of 2 years’ experience in customer focused role working to ensure product deliverables are working as designed; management/leadership experience strongly preferred
• Ability to lead a team
• ITIL certification a plus, but not required
• Exceptional listener and communicator;
  Strong verbal and written communications skills
• Strong organizational skills
• Demonstrated leadership and influencing skills
• Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
• Ability to identify and implement process improvement and standards of excellence
• Ability to gain internal support and establish solid working relationships

Via Path is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, Via Path does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law.

Via Path’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Via Path is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time
• Company…