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DATE ADDED: Mon 20/01/2020

EMO (Help Desk) Shift Supervisor - 3Rd Shift - Chaska, MN - Direct Hire Or Contract To Hire

Chaska, MN, US


JOB TYPE: Permanent, FullTime

EMO Shift Supervisor - 3rd Shift Our Client is an IT managed services company that specializes in individualized, integrated network solutions for multi-location Our Client is currently seeking a qualified Technical Call Center / EMO Overnight Supervisor within our Event Management Organization (EMO) to help contribute to our ongoing success and growth. The Overnight/3rd Shift Supervisor will typically work Sunday thru Thursday 9:00 PM to 5:30 AM but some flexibility may be required depending on project requirements. The role of the Overnight/3rd Shift Supervisor is to be responsible for daily queue/task monitoring and reporting, task assignment and reassignment as priorities change, escalation point for EMO areas of responsibility, shift coverage plans, onboarding and setup of new projects within EMO, progress reporting on departmental initiatives, communications liaison (bi-directional) to assist with the cohesiveness of a 24x7x365 organization. In some cases, this role will also serve as the technical escalation point for projects or technologies. It will be important for this individual to be familiar with utilizing metrics for assessing and enhancing overall performance. This position will assist in overcoming challenges related to the growth and expansion of the Event Management Organization, which functions as technical and logistical support of our project management teams. The role will require flexibility, creative thinking and the ability to absorb change while keeping a positive attitude. The Overnight/3rd Shift Supervisor requires the ability to gain a solid understanding of the vision of the EMO while expressing this vision positively to others within the organization. Specific Duties and Responsibilities: The Overnight/3rd Shift Supervisor will be responsible for the third shift team of resources. This position also requires collaborative work with the EMO Manager and Director to build functional tools and progressive improvements within the EMO. The Overnight/3rd Shift Supervisor must also have a supervisory background and extensive phone system experience. Daily Task Queue Monitoring and Reporting including Call Center software monitoring; reviewing required workload within all EMO supported work queues, making assignment decisions/adjustments and running reports as required; monitoring daily progress within work queues, identifying issues and/or capacity and presenting options, providing constructive criticism; and proactive ideas within the department operations and work queue structure. Task Assignment and Reassignment including providing daily guidance and priority setting for shift resources; working through challenging situations with resources to ensure workload is shared and department is working collectively to meet goals; proactively identifying situations that are putting our success at risk. Provide a level of leadership that can assist with escalations and determine when additional escalation is required. Shift Coverage and Escalation Support including ensuring required coverage is in place particularly with vacation and unexpected absence situations; providing technical support and guidance as needed; providing a level of leadership that can assist with escalations. Leadership and Positive Communication including actively participating in team meetings and internal project meetings; maintaining positive working relationships with internal departments including providing valuable feedback to project teams; continually providing ideas for process improvements; playing a critical role in the adoption and implementation of new systems; becoming an expert at the services the Event Management department provides and using that knowledge to work toward organizational advancements; and playing an active role in achieving overall departmental initiatives. In addition, providing direct leadership to the team through coaching and mentoring which in turn will allow the team to reach short and long-term goals. Ability to provide frequent feedback to team members to provide opportunities for growth and success. Qualifications and Experience Required: Bachelor's degree or equivalent related technical experience within the IT deployment/support field Minimum 4 to 6 years relevant technical experience in IT deployment/support Technical experience in the IT industry Prior experience with daily leadership of team members Technical knowledge of Call Center phone systems setup and operation Experience with call center software setup, maintenance and reporting Overall understanding of LAN / WAN environments Prior experience or familiarity with ERP software applications Experience involving low voltage services (physical layer, equipment installation and high voltage electrical services) a definite plus Proficiency in the Microsoft Suite tools Ability to listen and accurately track and collect information, troubleshoot and problem solve Excellent communication and customer service skills Ability to offer solutions for process improvements Enthusiastic with exceptional organizational skills Experience leading a technical call center team strongly preferred Experience with SharePoint and/or FieldPoint a definite plus Any relevant certifications a definite plus For more information please contact Tom Mazzulla at 336-701-1226 or Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects. Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position. - provided by Dice