Shift Supervisor, Information Technology Services Network Operations

POSITION PROFILE

 

Hybrid Technical and management role that supervises and trains the ITS Technical Escalations team staff members to deliver superior support to the Ricoh ITS client base.  Management of daily workload, assignment group counts, and report team metrics to superiors. The job is a player coach and will participate in ITS Problem Engineering  duties deemed required to provide continuous operations to our customers and organization.

 

JOB DUTIES AND RESPONSIBILITIES
  • Supervise ITS Technical Escalation team personnel
  • Work with ITS Technical Escalation team Management for all activities whether staff related, environmental, or customer focus.
  • Provide guidance and mentorship to the Problem Engineers on the ITS Technical Escalations team.
  • Review daily metrics and key performance indicators.
  • Performs Q&A of incident and workflow in the Technical Escalations Center.
  • Provides management updates, reports, feedback on all relevant activities.
  • Ability to work cross functionally.
  • Facilitate and oversee the progress of training for new employees.
  • Assist in scheduling staff to ensure adequate coverage.
  • Part of an on-call management schedule to ensure management is available to employees.
  • Enforce company policies and procedures.
  • Perform in a fast paced, high volume environment.
  • Perform related tasks as required

 

QUALIFICATIONS (Education, Experience and Certifications)

Typically Required:
  • Five or more years of experience in managed IT services.

Typically Preferred:
  • Technical certifications (MCSE, A+, ITIL, CCNA, VCP, etc.)
  • Associate degree in computer science or closely related field.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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