Summary:

The Support Center Supervisor will manage CPI Support Center staff, receive and respond to customer support calls, and provide internal support for CPI.

Job Requirements

3+ Years Experience

• Experience performing a technical support role for computer data systems and supervising technical support staff
• Red Hat Enterprise Linux and/or IBM AIX Knowledge
• Microsoft Windows Desktop experience
• Networking knowledge and troubleshooting experience
• Ability to administer and oversee our Jira Service Desk ticketing system
• Experience with Active Directory, Group Policy, DNS/DHCP
• Highly self-motivated
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work well with others in a collaborative team environment
• Ability to supervise a small team of technicians
• Familiarity with Illinois employment regulations, including standards for equal opportunity employment, racial and sexual harassment, overtime pay, hostile work environment, and anti-retaliation
• Provide positive customer service in a customer-facing role
• Possess problem-solving, troubleshooting and analytical skills
• Possess excellent written and oral communication and interpersonal skills
• Ability to understand and work in strict compliance with documented procedures
• Must be able to work after hours on an “on-call” basis
• Report daily to corporate headquarters in Bolingbrook IL
• Pass background checks for sensitive data access under all customer jurisdictions (Municipal, State, Federal, and International)
• Must be able to lift 50 lbs
• Be capable of evaluating and purchasing internal corporate IT equipment and supplies.

Job Responsibilities

• Provide efficient and timely second level support to our customers and the company with the Support Center on a 24x365 basis
• Train Support Center team on operational procedures and troubleshooting techniques  
• Coach and Mentor support center staff members
• Manage and assist the CPI Support Center Team in day to day operations
• Set up and maintain user accounts
• Setup and support user workstations, hardware, and software
• Assist users remotely, in-office, and at customer locations
• Support handheld devices, including iPhone, Android, etc.
• Support printers, faxes, and scanners
• Create and update technical support documentation
• Perform staff scheduling for regular business hours and holidays
• Provide reports to corporate management regarding ticket performance
• Conduct annual performance reviews of Support Center staff
• Conduct staff termination if necessary and conduct staff hiring if necessary
• In advance of scheduled maintenance or anticipated service disruption, notify customers/users who will/may be affected with the downtime
• Ensure that the Support Center team provides timely and considerate customer service to internal and external users
• Availability during off-hours to respond to support issues escalated by the Support Center team
• Uphold systems, infrastructure, and operational Service Level Agreements