Supervisor, IT Support

2 days ago

Bengaluru, India Consilio LLC Full time

Overview:
**IT Support Supervisors** are responsible for ensuring that the IT Support team is providing the highest level of customer support to our clients. IT Support Supervisors act as primary escalation points for their direct reports (IT Support Specialists) and customers. They also work on our most complicated and challenging tickets often involve multi-team collaboration and overall workflow changes. On a daily basis, they will be responsible for managing the queue and ensuring that SLAs are being met in a timely manner by the team.

**Responsibilities**:

- On-call availability for escalations (all) and shift schedule updates from their direct reports.
- Ensure tickets are being responded to, status updates are being sent to requestors and issue reports resolved within specified service level agreements (SLAs).
- Reviewing and coaching (whenever necessary) team members on the quality of their communication and execution of their troubleshooting/resolutions.
- Review/approve time and PTO requests (incl. secondary coverage planning) for direct reports.
- Review and ensure direct reports are meeting weekly time entry utilization requirements.
- Ensure the team are documenting each customer support issue and resolution thoroughly in our ticketing system.
- Work with IT Support Manager to identify inefficiencies or process enhancements to improve our workflow.
- Represent L1 by attending multi-department/team meetings discussing system and workflow changes.
- Publish and maintain internal knowledge base articles.
- Perform screen sharing sessions with end users to diagnose/troubleshoot complex issues.
- Conduct training for new hires and act as mentor to less experienced members of the team.

Qualifications:

- Associate degree or higher (any field).

**Tenure Requirements**:

- At least 6 months experience as a L1 IT Support Specialist.

**Certification Requirements**:

- Relativity Review Management Specialist (RRMS) preferred.

**Skill Requirements**:

- Highly logical and excellent problem-solving skills.
- Attention to detail and ability to multi-task.
- Ability to communicate troubleshooting and/or resolution steps in a clear and concise manner.
- Ability to work collaboratively with other teams to achieve client satisfaction.
- Strong typing proficiency an absolute must.

**Software Requirements**:

- Intermediate to advanced Active Directory and Citrix experience.
- Proficiency installing and troubleshooting Windows operating system and Microsoft Office.

**C**
**ONSILIO’S TRUE NORTH VALUES**
- ** EXCELLENCE**
We strive to make every client our advocate
- ** PASSION**
We DO because we CARE
- ** COLLABORATION**
We win together through teamwork and communication
- ** AGILITY**
We flex, adapt and embrace change
- ** PEOPLE**
We value, respect and invest in our teammates
- ** VISION**
We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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