Support Services Supervisor Job Job in Charlotte, North Carolina US
Support Services Supervisor Job
Job Description: The Time Warner Cable Corporate office currently seeks a Support Services Supervisor for our Technology Services Group Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Essential Job Functions: - Supervise the EOC (Enterprise Operations Center) activities during the hours of 5pm to 10pm Monday through Friday. - Participate in supervising, coaching, interviewing, hiring, mentoring, and assessing the performance of Support Services EOC staff. - Perform wide array of technical support tasks involving advanced ServiceDesk Reporting and Administration, Messaging Tools and Services, Remote Access Support, and Application Support. - Participate in developing, tracking and reporting of Support Services performance metrics leveraging data from CMS, ServiceDesk, etc. - Perform the role of TSG Major Incident Manager and lead diverse technical teams during the TSG Major Incident Management Process. Will be actively involved in reporting, follow up, documentation, and other tasks in support of the TSG Major Incident Management process. - Responsible to create and update process documentation while performing Service Delivery activities. - Serve as an escalation point for support cases requiring immediate attention. - Create and deliver presentations to multiple levels of staff and management on behalf of Support Services. - Leverage a diverse set of technical skills to deliver a broad spectrum of small to medium projects on behalf of Support Services. - Establish strong working relationships with TSG, ATG, and Regional/Market support teams. - Participate in on call rotation involving weekends, evenings, and nights. - Work a primary shift of 1pm to 10pm Mon-Fri, with additional hours sometimes required before and after the primary shift. Job Requirements: - Must possess excellent skills in the following areas: individual and team leadership, troubleshooting, problem solving, decision making, documentation, ability to communicate verbally and in written form with all levels, diversity and inclusion, acute attention to detail, commitment to excellence in all areas of responsibility, creativity, innovation, integrity, seeks opportunities for team and team improvement, and teamwork. - Must be able to develop new technical skills based on day to day requirements or projects. - Must be able work with minimal supervision. - Must be able to work effectively as part of a team or as an individual. - Strong understanding of networking fundamentals, clustering services, and distributed computing environment involving networking, and Windows and Unix database and application servers. - Minimum of 2 years in a formal leadership position. - Minimum of 2 years in a technical support role such as Windows Administration or Network Administration. - Minimum of 2 years experience in a large call center or support center environment. - Requires commitment to deliver outstanding customer service. - Embrace and quickly adapt to regular change. - Flexibility to work more than 40 hours per week when required. - Strong efficiency in the MS Office suite required to develop advance documents in Excel, Visio, and PowerPoint. Preferred Qualifications: - Technical certification in a discipline such as: HDI, MCSE, MCSA, MCP, Network+ Education and Experience: Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience. Supervisory/Managerial Responsibilities: Lead: Assigns, trains, schedules or oversees work of others. Travel Requirements: None We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. FCC Unit_TWC: 10619 Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Nearest Major Market: Charlotte Job Segments: Call Center, Call Center Manager, Call Center Supervisor, Customer Service, Database, Engineer, Engineering, Management, Manager, Network Administrator, Service Desk, Technical Support, Technology, Telecom, Telecommunications, Unix