Verticomm Technical Service Desk Supervisor

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs.

Please visit our Verticomm website to review our product and service offerings

As a rapidly growing company,we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and someone who is looking for an opportunity to use their skills and talents to grow professionally.

The Verticomm Service Desk Supervisor role will involve direct supervision, training, and development of the day-to-day service desk team meeting KPI performance for support of Verticomm IT clients. Direct supervision of the Level 1 through Level 3 support desk engineers for meeting customer SLO/SLA expectations, analyzing, and reporting on the KPI’s metrics. Technical knowledge of various internal systems, becoming a SME with Connect Wise, Ninja RMM, IT Glue and other various systems is required.

Technical knowledge of network elements (Firewalls, Switches, Servers, Laptop/desktop, wireless access points) familiarity with Fortinet product is preferred. This role will also encompass process documentation, conducting training sessions, and optimizing efficiencies in supporting IT clients. Above average Communication skills for both internal and external are required to succeed in this role.

Instruct, direct, and assign work to Support Technicians and ensure optimal performance is achieved.

Service desk utilization analysis reporting for daily/weekly/monthly/quarterly performance.

Effectively develop and maintain formal processes and procedures for consistency and increased productivity.

Effectively improve first call resolution, manage Verticomm community perceptions, and build strong internal relationships

Build and maintain a qualified support team through hiring and training.

Effectively manage all service desk projects to meet timelines, objectives, and budget expectations.

Ability to effectively translate technical issues for impact and prioritize the urgency achieving optimal outcome.

Responsible for ongoing development/training of the Service desk team, including KPI deliverables, SLA/SLO deliverables in alignment with the Business Agreements.

Responsible for helping create documentation, policies, and procedures supporting the service desk operations.

Responsible for proactive communication to the organization for any risks, incidents, or problems encountered and plans for remediation upon related discoveries.

Responsible for building and maintaining a positive, collaberative and supportive team environment.

• AA degree in information technology, Computer Science, Engineering, or a related field. 2 years relevant work experience in an MSP/ Support Desk Supervisor/Manager.
• Demonstrated experience with ticketing systems, preferably Connect Wise, knowledgebase systems like IT Glue, and familiarity with RMM platforms.
• Strong understanding of Support desk organizations and understanding of ITIL service desk operations concepts, specifically service operations.
• Excellent communication skills with the ability to effectively conduct training and presentations.
• Proficiency in creating and maintaining process documentation.
• Ability to work both independently and collaboratively within a team.
• Ability to manage in a rapidly changing environment to meet client expectations.
• Basic understanding ITIL concepts specifically service operations.
• Network+ and A+ Certifications, MS-900 or AZ-900 certifications, Windows 10, Windows 11 preferred. Willingness to achieve certifications is preferred. We provide time and financial assistance for certification achievement.
• Excellent written and oral communication skills for both internal and external communication.

• Ability to read and interpret documents such as…