OneNeck IT Solutions

Returning Candidate?

SUPERVISOR - SERVICE ENGINEERING

SUPERVISOR - SERVICE ENGINEERING

ID 
2017-11912
Job Locations 
US-AZ-Scottsdale
Company 
OneNeck IT Solutions

More information about this job

Overview

Want to be part of a customer focused, high performance, high integrity team of technology professionals?  At OneNeck IT Solutions we deliver world class IT solutions 365/24/7.  We’re in search of dynamic individuals that are passionate about technology and providing best-in-class customer service.  Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.

 

OneNeck IT Solutions LLC employs nearly 550 people throughout the U.S. The company offers hybrid IT solutions including cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top-tier data centers in Arizona, Colorado, Iowa, Minnesota, Oregon and Wisconsin. OneNeck's team of technology professionals manage secure, world-class, hybrid IT infrastructures and applications for thousands of businesses around the globe. 

 

The Supervisor – Service Engineering plays a crucial role in the day to day operations of the Service Engineering team within our Managed Services organization. Service Engineering and Service Delivery resources look to this role for support in the resolution of escalated incidents. A Supervisor is also responsible for managing the documentation and processes used by the Service Engineering and Service Support resources in their daily activities. Delivery of training and mentoring in Service Engineering processes are also among the responsibilities of the supervisor. This role will include supervision of engineers who supporting different technical stacks, including but not limited to:

 

  • Microsoft Dynamics AX
  • Microsoft SQL Server
  • Cloud and "as-a-service" concepts

General supervisory activities include scheduling, performance counseling, and preparation of periodic reports on Service Engineering performance. Supervisors may also manage new customer transitions and other service change related projects as they relate to the Service Support team. The candidate will demonstrate excellent communication and leadership skills as well as a thorough understanding of common IT administration business processes.

Responsibilities

  • Monitor and manage a staff of highly technical individuals that support various technologies including driving the engineers to create documentation for the environments, most common problems, and items which help less senior engineers conduct service delivery activities efficiently and effectively.
  • Assign work to the technical staff; following up frequently to ensure the work is being completed in accordance with expectations and SLA’s.
  • Analyze team processes for efficiency and make changes to improve responsiveness and service levels to our customers
  • Monitor for and follow up on deviations from process to ensure high quality of work
  • Assist in the execution of core ITIL processes: Incident management, Request Management, Change Management, Problem Management, etc.
  • Adjust staffing schedules as needed. Make recommendations to manager for adjustments in staffing levels.
  • Assist in providing reporting on performance to management and clients.
  • Support customer transition and service deployment to ensure that the team is equipped to support customers/services.
  • Develop training plans for the engineers to maintain and enhance their skills.

Qualifications

Required Qualifications

  • Bachelor’s degree (or higher) OR 4+ years of professional experience.
  • 5+ years of IT experience.
  • 1+ years supervisory, management or leadership experience.
  • Must have and maintain a valid driver’s license, reliable transportation and insurance.
  • Travel between offices as required by business need.

 

Other Qualifications

  • Experienced with software used by and supported by an IT support organizations (Ticketing applications, ACD, remote connectivity software, knowledge management, MS Office applications, desktop and server OS, wide area networks)
  • Experience with setting performance standards and development of metrics to manage to those metrics
  • Experienced with translating processes to written procedures for use by team members
  • ITIL V3 foundation certification preferred.
  • Sound judgment and decision making skills.
  • Good analytical, statistical, and problem solving skills.
  • Strong commitment to customer satisfaction and quality.
  • Results and execution oriented, self-motivated requiring minimal supervision
  • Excellent understanding of current IT trends and their impact on business.
  • Proficient with all Microsoft Office applications.

 

Benefits:

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.