Remote Support Center Supervisor
Kforce Inc

Anaheim, California

Posted in Recruitment Consultancy


This job has expired.

Job Info


RESPONSIBILITIES:

Kforce has a client that is seeking a Remote Support Center Supervisor in Anaheim, CA.Supervise and take ownership of a team of engineers with a focus on:
  • Client satisfaction
  • Service Delivery Quality
  • Mentoring/Coaching
  • Manage the delivery process, performance, and quality of remote support services
  • Improve overall service delivery and quality through training and coaching
  • Responsible for HR management functions, including interviewing, hiring, inspiring, creating performance and succession plans, and terminations when necessary
  • Improve efficiencies by analyzing remote support activities and proposing recommendations
  • Act as the primary driver of SLAs and KPIs and manage team accordingly
  • Review, train, implement, and enforce Standard Operating Procedures
  • Ensure service levels are achieved and aligned with client agreements
  • Ensure customer expectations are met or exceeded
  • Frequently review individual performance and metrics with team members
  • Identify coaching or training opportunities to improve individual performance
  • Create and deliver annual performance reviews to RSC engineers
  • Collaborate with management on best practices and continuous improvement
  • Work with national teams, Account Managers and Engineers across the organization


REQUIREMENTS:

  • BA, BS or similar degree in computers/electronics or relevant experience
  • 5 or more years of providing remote support and troubleshooting experience
  • 2 Years of supervisory experience of a technical team or related experience
Knowledge of the following industry certifications is desired:
  • MCTS: Windows Server 2008
  • 1 Core Exam towards MCSA Server 2012
  • MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
  • CompTIA Server+
  • MCITP: Office 365 Administrator
  • Cisco Certified Network Administrator (CCNA)
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


This job has expired.

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