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Supervisor, IS Customer Support

Tufts Health Plan

This is a Full-time position in Watertown, MA posted April 30, 2021.

We enjoy the important work we do every day on behalf of our members.
Job Summary
The IS Customer Support Supervisor services customers as
well as supervises a team of 8
– 12 IS CSC Support Specialists
with direct reporting supervision of 2-3 ISCSC Specialists,
providing oversight, direction, mentoring, training, and on call support.
The IS Customer Support Supervisor partners with management
to adhere to ITIL Incident and Problem Management
standards, exceed customer service level agreements (SLAs),
and to overcome challenges impacting the team’s ability
to meet those goals.
The IS Customer Support Team Supervisor performs
under the general supervision of the IS CSC Manager
while working with IS CSC Team Leaders, Specialists,
and peers in all THP areas to provide leadership in the
delivery of IT service management and support to end
users as well as identify, design and implement
process and procedure changes to support the business,
as needed or directed.

This individual also supervises
and oversees the IS CSC team in timely, corporative
and accurate communication between the team, IS management,
the end-user community and Tier 2 support including
the delivery of IT Global Event Notifications and
Major Incident Management.
Job Description
Supervision of CSC Specialists and direct supervision of 2-3 temporary ISCSC Specialists Responsible for direct supervision of 2-3 ISCSC temporary Support Specialists and overall supervision of the day to day operations for all the ISCSC Specialists and Senior Specialists as well asimplementing projects in accordance with project plans and budgets; responding to more complex, escalated inquiries from team members;and monitoring the quality of their work.

In conjunction with ISCSC Manager coordinate CSC staffing and coverage schedules for ACD calls, on-call and all other departmental tasks as needed.Proactively monitor CSC workloads for issues, staffing and unexpected changes in volumes.Adjust task assignment, scheduling and workload balance for CSC teammembers based on department needs.

Provide constructive, confidential feedback to each team member on task performance against team standards and goals through call coaching and live monitoring.Mentor and coach, as necessary, in conjunction with management, in support of each team member’s growth, and that of IS CSC team.

Communicate and guide CSC team on internal policies, processes, and procedures In conjunction with IS CSC manager, participate in interviewing and training new ISCSC Specialists
Customer Support Process IT Incidents, Problems and Services requests.

Respond to the IS Customer Support Center (CSC) ACD queue phone calls, emails and instant messages in the, and perform other department production tasks as needed, or as assigned by manager.

Triage, troubleshoot, diagnose, resolve/route Incidents and Service Requestsreceived via.

Telephone according to CSC SLAs.Document all actions and customer encounters in the Service Now ticketing tool Resolve/process Tier 2 3 technical issues in a productive manner according to CSC SLAs.

Provide on-call support as assigned according to CSC SLAs.

Process IT Global Event Notifications and provide ITIL major incident and problem management support according to CSC SLAs Respond to calls in the IS Customer Support Center (CSC) ACD queue, and perform other department production tasks as needed due to business need, or as assigned by manager.

Triage, troubleshoot and diagnose issues/incidents/service requests received into ISCSS, according to CSC SLAs.Document all actions and customer encounters in the Ticketing tool following ITIL standards and methods Provide on-call support as assigned according to CSC SLAs Coordinate and/or process IT Global Event notifications and pages and provide crisis management support according to CSC SLAs Supervise and perform Tier 2 and 3 Incident troubleshooting, analysis and resolutionas well as coordinating Problem Management Handle escalated customer issues and/or calls Call Coaching and Quality Monitoring Perform Regular call coaching sessions with ISCSCS Specialist and Senior Specialists as needed as well as random quality checks in ticketing tool Develop queries, report, document, and publish team quality and call coaching scores and Service Now Customer Satisfaction results to team members and management.

In conjunction with ISCSC Manager maintainand update call coaching scoring criteria and associated processes Participate in departmental and cross-functional meetings and discussions to facilitate communications, changes and updates within CSC, across IS and involving end-user community as needed.

In conjunction with Manager, proactively analyze, design, develop, document and implement operational improvements, policies, procedures and workflow processes related to CSC departmental operations based on and quality monitoring and customer feedback
EDUCATION: (Minimum education & certifications required) Bachelor’s degree required.

Bachelor’s degree in Computer Science or Computer Technology preferred.

Technical certification in one or more current Microsoft Windows operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician, ITIL v3 Foundations or equivalent preferred.

EXPERIENCE: (Years of experience) Minimum of 7 years’ technical customer service experience in an IT Service Desk environment or equivalent 3 years’ experience supervising and mentoring staff 2-3 years’ experience with call coaching, mentoring and monitoring of employee performance as well as monitoring the quantity and quality of team’s work 3-4 years’ experience and working knowledge of THP technical Support environment Advanced level understanding of call center operations and resource planning.

Proficient leadership and mentoring skills of IT Support resources Advanced knowledge of technical support concepts.

Proficient level understanding of call center operations and ITIL Service Desk Incident, Service Request and Problem Management SKILL REQUIREMENTS: (Include interpersonal skills) Demonstrated proficiency in leading IT software support, service and configuration Managementefforts including but not limited to the following technical concepts or applications: Network Diagnosis and Troubleshooting including understanding of Wireless and DSL connectivity and equipment and common home and public facility (hotel, hospital, etc.) network configurations Information Security
– Access control, authentication, threat prevention and user education Remote Control, Diagnostic and software deployment tools Decision Trees and Root Cause Analysis Enterprise Email, Calendaring and Instant Messaging Microsoft Office Suite
– Word, Excel, PowerPoint, Visio and Access Microsoft Management Console Microsoft Active Directory Services Windows, Unix and Lenox environments Systems Computer/Console Operations Systems Security and User Administration Systems Software Installation & Upgrade Hardware and Software Interoperability
– Device and print driver configuration, Database and datasource connections Advanced knowledge of dependencies and relationships of THP “core” applications (TAHPMaster, Macess, Diamond, etc.) to the IT infrastructureand to THP’s business operations Advanced knowledge of THP standard desktop and laptop equipment and peripherals.

Alphanumeric keyboarding at a speed of 25 wpm or greater.

Proficient customer service and problem solving Proficient oral and written communications skills including the ability to effectively communicate technical instructions and information to team members and end-users.

Advanced competency in adaptability, including the ability to quickly learn complex technical and business processes, applications and technology Advanced ability to maintain composure, focus and professionalism during difficult customer encounters and/or crisis situations.

Proficient ability to supervise team members, end users, and THP colleagues at all levels of skill, seniority and role, without regard to gender, race, culture, creed, ethnicity or age, fostering an atmosphere of trust, competency and respect.

Advanced organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.

Advanced experience and ability to build, maintain and support positive and productive relationships with customers, colleagues and team members, acting as an advocate for customers and team members within the IS organization.

Ability to create and deliver basic presentations to small groups of2
– 5 people.

Proficient coaching, mentoring, negotiating and influencing skills.