QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Time Management to allow 25% of time to answer calls and providing TSS customer support.Oversee the quality of service in deployments of end-user computing hardware.May be assigned to project teams to represent the TSS team and own receptive tasks.Be assigned to own complex problems through to resolution that involves the TSS team.Serve as an escalation Point of Contact for TSS customers.Solicit feedback that turn into actions to improve service delivery and/or efficiencies.Foster and grow healthy partnerships with customers of TSS.Serve as Subject Matter Expert (SME) for the IT Operations Information Technology Service Management (ITSM) tool.Provide input in reviewing and updating as needed the IT Operations SLAs.Leverage experience and Industry Standards in defining and managing to Key Performance Indicators (KPIs).Leverage data and trends to make recommendations for strategic initiatives.Use metrics data to make informed decisions on day-to-day TSS duties and assignments.Supervise TSS team resources to answer support calls and resolving support tickets to meet SLAs.Lead and mentor the TSS team members in providing superior support.SUPERVISION RECEIVED: Works under the direction of the Director or Operations.ĮSSENTIAL DUTIES AND RESPONSIBILITIES: may include some or all of the following. This position will also provide oversight of IT service metrics reporting, analysis, and recommendations for service improvements.

The IT Call Center Supervisor will be responsible to supervising assigned resources in meeting Service Level Agreements (SLAs). POSITION SUMMARY: This position is responsible for managing the day-to-day operations of the Technical Support Services Team (TSS) along with providing support. is a dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their customers.

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