Service Desk Shift Supervisor job Wichita Kansas
Service Desk Shift Supervisor job Wichita Kansas
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Service Desk Shift Supervisor Job

Employer Name: SpiderID: 9317116
Location: Wichita, Kansas Date Posted: 1/21/2020
Wage: Negotiable Category: Information Technology
Job Code: 12253

Job Description:

Buchanan Technologies is seeking Shift Supervisor at our Wichita Service Desk location. The ideal candidate must possess strong interpersonal skills, a good balance of technical and management experience including basic understanding of how computers and networks operate, the ability to think quickly in pressure situations, and the knowledge of where to look for answers, which may not necessarily be accessible right away. Candidate will mentor and train Support Center team members on technical developments, customer service, and serve as a resource for handling advance trouble ticket issues that cannot be handled by the Second Level staff. The candidate will also assist with call overflow as needed to ensure SLAs are being met.

Essential Duties: Included but not limited to the following. Other duties may be assigned to meet business needs.

  • Act as a supplemental resource for handling escalated issues generated via phone or email.

  • Provides second tier support, for incident, and problem management to end users on technology issues.

  • Prepares formal reports and presentations for monthly client meetings.

  • Produce and maintain technical documentation in support of account and agent activities.

  • Candidate should have at least 2 years' experience supervising others.

  • Guide support analysts on technical & service issues for resolution.

  • Communicate with client contacts on a regular basis.

  • Provide training to new hires and support analysts.

  • Take calls as 70% of the time and as needed or in the event of outages or when SLA's are in jeopardy. Any & all other duties as per assigned.

Qualifications and Requirements:

  • Ability to lead and supervise 4 to 8 employees both in person and remotely.

  • Previous experience directing others.

  • Demonstrated skills multi-tasking and working with a variety of customers, both internal and external. Mature, self-motivated, and professional with excellent written and verbal communication skills

  • Strong problem solving/analytical abilities

  • Strong commitment to quality customer service

  • Ability to work independently as well as willing to follow direction and best practices

  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments

  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.

  • Candidates must also be able to work any shift, holidays, and weekends

  • 2 Years previous call center, customer service or technical support experience

Education and training:

  • Minimum of three years' experience in a Help Desk environment

  • Minimum of three years' experience with PC and laptop repair, deployments, and general OS basic networking support

  • Associates Degree preferred

  • Certification in A+ required

  • Dell Hardware Certification is required Preferred Certifications:

  • Certification in Server+, or Network+

  • Certification in Microsoft MCP, MCSA, MCSE

  • Certification in Cisco CCNA

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Buchanan Technologies Company Type:
Company: Buchanan Technologies

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