Client Services Supervisor

Client Services Supervisor | Omni Cable

Location:

Can be in Houston, TX or West Chester, PA

We are hiring a Client Services Supervisor for our corporate headquarters in West Chester, PA, or our corporate office in Houston, TX.

We are hiring a Client Services Supervisor for our corporate headquarters in West Chester, PA, or our corporate office in Houston, TX.

The Client Services Supervisor serves as an escalation point for help desk and service desk support for workstations, peripherals, and applications. This role is critical to building Client Services into a best-in-class function that operates seamlessly across IT Operations and IT Applications by bridging day-to-day technical support, business application needs, and consistent service delivery for Omni Cable users. The position also sets the service standard at Omni — raising customer satisfaction, elevating local support at every site, and harmonizing service across the support landscape to a consistently best-in-class level.

Key activities include managing SLAs, client services processes, standards, project engagements, purchasing optimization, and establishing a culture of best-in-class customer service and IT service management excellence.

This position works from the service management queue to ensure tickets are closed in accordance with defined procedures. The Client Services Supervisor manages documentation for failing customer hardware, coordinates repairs or retirement, and issues required hardware and components, including hard drives and RAM. The position also maintains user account information, including rights, security, and system groups.

• Owns the maturity of the Client Services function: defines and continuously raises service standards, measures performance against best-in-class benchmarks for first-contact resolution, SLA attainment, and customer satisfaction, and drives the process, tooling, and training changes required to close gaps.
• Serves as a key liaison between IT Operations and IT Applications to ensure support issues, application needs, service processes, and user-impacting priorities are coordinated, communicated, and resolved effectively.
• Evaluates, acts on, and communicates advanced technical support needs for PCs, mobile devices, hardware, servers, and applications, as required.
• Performs root cause analysis and develops methodology for typical client technology problems by identifying problems, researching, isolating issues, and taking necessary actions to resolve problems.
• Handles escalated issues that lower tiers of help desk or service desk support are unable to resolve.
• Assists in maintaining and tracking documented configuration standards for company hardware, operating systems, and application software to support clear communication with IT resources, internal and external customers, consultants, and support partners.
• Monitors and initiates orders; ships and receives equipment; tracks warranties; schedules maintenance; and performs other service-related activities while ensuring documentation remains current.
• Provides professional and appropriate verbal and written updates to users to ensure issues are completed in a timely manner.
• Effective in articulating ideas clearly and facilitating open communication channels within the IT team and with business stakeholders.
• Expert in incident management, problem management, change management, and service requests.
• High aptitude for learning and navigating new software, even without prior experience in the specific application.
• Ability to investigate unfamiliar issues rather than relying solely on established scripts or procedures.[SR1]
• Tracks help requests and performs post-resolution follow-up to ensure successful closure.
• Prioritizes assignments effectively in less-structured situations.
• Effectively handles multiple projects or tasks at the same time and completes them within a set time frame.
• Understands personal strengths and development needs; initiates self-development actions; seeks and shares job-relevant learning, developmental experiences and feedback to enhance performance; encourages others to take personal responsibility for continual learning and skill growth; shares knowledge with team.
• Fosters cross-functional and cross-business teamwork; builds and promotes morale; works effectively on teams to meet customer needs; honors team…