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Title
Text copied to clipboard!IT Support Supervisor
Description
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We are looking for an experienced and dedicated IT Support Supervisor to join our team. This person will be responsible for overseeing our IT support team and ensuring that our customers receive exceptional technical support. The IT Support Supervisor will also be responsible for training and mentoring team members, resolving escalated customer complaints, and implementing new IT support strategies. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for customer service.
Responsibilities
Text copied to clipboard!- Supervise and coordinate activities of IT support team
- Train and mentor team members
- Resolve escalated customer complaints
- Implement new IT support strategies
- Monitor team performance and report on metrics
- Manage the help desk and respond to tickets in a timely manner
- Ensure customer service is timely and accurate
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
Requirements
Text copied to clipboard!- Proven work experience as a IT Support Supervisor or similar role
- Hands-on experience with help desk and remote control software
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- BSc degree in Computer Science, Information Technology or relevant field
- Certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Ability to work under pressure
- Good understanding of computer systems, mobile devices and other tech products
Potential interview questions
Text copied to clipboard!- How do you handle high pressure situations?
- Can you describe a time when you had to deal with a difficult customer?
- What strategies would you use to motivate your team?
- How do you prioritize your work when you have multiple projects to manage?
- Can you describe a time when you implemented a new strategy to improve your team's performance?