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Customer Advocacy Technical Support Supervisor - Suwanee

Company: Roomstogo
Location: Suwanee
Posted on: November 19, 2021

Job Description:

b'Position SummarynThe Customer Advocacy & Technology Support (CATS) Field Services Supervisor provides leadership and support to the Information Technology Infrastructure (ITI) Team.xc2xa0The CATS Field Services Supervisor oversees field service personal who perform on-site routine services including service restoration, installations, scheduled maintenance, and decommission of IT Infrastructure equipment. xc2xa0Responsibilities include maintaining a support matrix of technology and process matched with employee skills.xc2xa0The CATS filed services supervisor will facilitate employee development through maintaining training plans, and the development and communication of goals and objectives.xc2xa0Additionally, this position will support a customer centric philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues and delivery of services. The ability to provide leadership with handling projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.nACCOUNTABILITIES:nxc2xa0nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Manage the operational level targets and goals for the CATS organization, its personnel, services and functions.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Respond to the organizationxe2x80x99s changing business requirements reducing incidents, disruption while maximizing value and decreasing re-work.xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0 xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Inspire internal teams to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Lead service improvement initiatives, manage change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Impact the operational effectiveness of IT systems by ensuring that the daily activities needed to manage the IT services and the supporting IT infrastructure are conducted in the most efficient manner possible.n * Develop and mentors team through establishing performance expectations, training plans, career objectives, mentoring behaviors, and administering disciplinary actions as needed, and build a customer centric culture.n * Prioritizes workload, conduct effective resource management to ensure adequate capacity for current and forecast needs.n * Conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel.n * Maintain human resource and education plans to ensure staff is trained and career objectives are clearly understood by the team.n * Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.n * Evaluates and recommends prospective technology suppliers in accordance with the Supplier Strategy.n * Reviews and approves service tickets, expenses for travel, supplies, hardware and software.n * Managing and monitoring of service levels with internal customers and vendors.n * Identify critical success factors for the support operation and drive the development of metrics and reporting to better target and measure success.nQUALIFICATIONSnA combination of the experience, education, and training listed below which provides an equivalent background to perform the work of this position.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Bachelorxe2x80x99s degree in computer science or information systems or an equivalent combination of education and 2 years minimum in IT managementnxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Five or more years of relevant professional work experience in supporting an enterprise desktop environment.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Candidates need to have verifiable expertise with:xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0noxc2xa0xc2xa0Mentoring others.noxc2xa0xc2xa0Being a high performer in an IT Management Team and proficient with project management skills.noxc2xa0xc2xa0Written and verbal communication .xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0noxc2xa0xc2xa0Presentation of technical information.nxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Candidates should have advance knowledge of:xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0noxc2xa0xc2xa0ITIL Fundamentals.noxc2xa0xc2xa0Working with service levelsnoxc2xa0xc2xa0ITSM toolsnxc2xb7xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0Candidates should be familiar with:noxc2xa0xc2xa0Project Management Methodologiesxc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0xc2xa0noxc2xa0xc2xa0Supporting retail and warehouse environmentsnoxc2xa0xc2xa0Desktop and Systems Management concepts and tools such as SCCMnxc2xa0nRooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.n#corpnApplicants must be authorized to work in the U.S.'by Jobble

Keywords: Roomstogo, Roswell , Customer Advocacy Technical Support Supervisor - Suwanee, IT / Software / Systems , Suwanee, Georgia

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