Team Leader

Team Leader - IT Department Shift Supervisor

Job Model: Hybrid

Netsurit's mission is to "Support the dreams of the doers." For Netsurit, this means helping employees achieve their personal dreams and ambitions while they free up our customers to meet their broader business goals by taking the burden of day-to-day IT operations off their shoulders. What's your dream? Join the Netsurit Team and enjoy a culture where each employee is encouraged to dream and work on their dreams!

Summary:

Step into a pivotal leadership role as the IT Department Shift Supervisor at our dynamic Call Centre. You'll oversee daily operations during designated shifts, managing a team of IT Tier1 and Tier2 support staff. Your mission: ensure swift resolution of issues logged on Marval and provide top-notch support for escalations via WhatsApp groups and Teams Channels, driving the overall efficiency of our IT support services.

Key Responsibilities:

️ Supervision and Leadership:

• Lead and inspire a team of IT support personnel during your shifts.
• Provide guidance, coaching, and mentorship, fostering a positive and collaborative work environment.
• Ensure adherence to company policies, procedures, and performance standards.

Technical Support:

• Oversee the resolution of technical issues reported or escalated by end-users, ensuring timely and effective solutions.
• Troubleshoot and escalate complex technical problems to higher-level support teams when necessary.
• Maintain a high level of expertise in the organization's systems and software.

Shift Coordination:

• Coordinate and manage IT resources and staff during assigned shifts to meet service level agreements and operational goals.
• Collaborate with other shift supervisors to ensure seamless transitions between shifts and continuous 24/7 IT support coverage.

Incident Management:

• Act as a point of contact for IT-related incidents, coordinating responses and resolutions in accordance with established protocols.
• Document and report incidents, including root cause analysis, to facilitate continuous improvement.

Training and Development:

• Identify training needs within the team and coordinate sessions to enhance technical skills and knowledge.
• Support the professional development of team members, fostering a culture of continuous learning and growth.

Communication:

• Effectively communicate with end-users, team members, and other departments regarding system updates, outages, and resolutions.

Performance Metrics:

• Assist team leaders in monitoring and analyzing performance metrics related to IT support, identifying areas for improvement, and implementing strategies to enhance performance.

Quality Assurance:

• Assist in implementing and enforcing quality assurance processes to ensure the delivery of high-quality IT support services.
• Conduct regular audits of support interactions to maintain service excellence.

Documentation:

• Maintain accurate and up-to-date documentation related to IT processes, procedures, and troubleshooting steps.
• Ensure knowledge base articles are created and updated for common technical issues.

Emergency Response:

• Act as a point of contact and leadership during emergency situations, such as system outages or security incidents, ensuring a swift and effective response.

Ready to lead and make a difference? Apply now and be part of a team that values innovation, collaboration, and excellence!

About Netsurit: We are #305 on Inc 5000 America's Fastest-Growing Private Companies! We were also awarded the 2024 Winner for Global MSP501 in the Top 500 Managed Service Providers!

With headquarters in New York, Netsurit is a global leader in IT solutions, providing comprehensive managed services, cybersecurity, AI capabilities, and strategic insights for organizations of all sizes.

For 27 years, Netsurit has helped more than 600 businesses navigate the complexities of the modern workplace by ensuring critical applications and infrastructure are always on, secure, and resilient.

A Note to Third Parties: Principals only. Recruiters, please don't contact this job poster. Please do NOT contact us with unsolicited services or offer