Shift - Sat, Sun, Mon 7am - 8pm ET and Tues, 7am - 11am ETAbout UsThrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a hard work, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!Position OverviewAs a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.Primary ResponsibilitiesEnsure team is working toward departmental goals in the most efficient and effective manner including:Dashboard Management for all PODsAssist with scheduling coverageJoin all day huddle with PODsTrain on specific clients and groups of engineers focused on various industriesTriage casesGuide team members on Pager Duty usageContribute to POD Manager Escalation numbersParticipate in handoff meetings with each shiftManage POD Teams Channel’s for interdepartmental communications and escalationsWork closely with Service Delivery Managers to ensure cases are handled per Thrive standardsProvide a weekend Summary email to leadershipWork with team to create knowledge base articles for working with clients and handling various situationsContribute regular competency reviews for all team membersUphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalationsContinually follow best practices through the entire training and technical support processAbility to adjust priorities and balance responsibilities in a fast-paced environmentAvailable to work outside of standard hours when necessary or as part of on call rotation if applicableOther duties as requiredQualificationsBachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience1-3 years of managerial experience; call center or managed services experience preferredTechnical subject matter expert on MSP products as they relate to Thrive’s service catalogExperience managing complex projects, clients, partners, and organizationsITIL certification and practice preferredProven experience managing remote resourcesStrong written and verbal communication skillsPowered by JazzHR
