Technology Managed Services Supervisor

The Technology Managed Services Supervisor leads a team of junior and senior IT technicians in managing customer networks, including servers, workstations, network devices, firewalls, backups/business continuity devices, wireless, mobile devices, and a variety of cybersecurity tools. Key responsibilities of the position include a relentless focus on customer experience, an emphasis on reducing disruption for customer end-users, a dedication to continuous process improvement, and a commitment to enhancing the team’s abilities through training, documentation, and enabling development of a positive and proactive mindset.

• Leads, oversees and manages daily requirements of the Managed IT Services (MS) team, including organizing, scheduling, and tasking the team to exceed customer expectations.
• Maintains a working knowledge of the MS team’s software applications, server infrastructure, and network layout.
• Assigns, trains, and supports MS personnel to ensure continuous operation of mission-critical production systems.
• Ensures consistent use of the documentation platform and facilitates development and knowledge transfer across the team.
• Oversees the audit process of customer networks and the resolution of identified issues.
• Assists with interpreting audit results, current status, and problem resolution plans & results to internal and external stakeholders.
• Designs and implements workflows and processes/procedures to achieve efficient use of personnel resources while maintaining service quality, to include leveraging AI/ML technologies.
• Analyzes process performance using a continuous improvement philosophy to meet the operational needs of the organization. Develops procedures and appropriate training to improve both operational support and reporting. Implements a training program for team.
• Prepares and communicates status and performance reports to staff and other management teams.
• Generates and analyzes reporting of workload efficiency of staff to redesign workflows and recommend required staffing levels to Management.
• Performs root cause analysis to identify and recommend operational changes to the management team. Implements these changes in coordination with other management staff.
• Works closely with the project delivery team to minimize operational impact on customers due to project implementation.
• Coordinates with internal and customer stakeholders on lifecycle planning for customer technology infrastructure.
• Provides support and assistance for primary and secondary levels of troubleshooting.
• Assists with developing and updating standards for our product stack and for the assessment of customer networks.
• Coordinates scheduling of needed on-site customer maintenance with Golden West Technologies' service department.
• Assists with scoping & design for service additions and for new managed services clients.
• Assists with internal audits, including the annual SOC-2 assessment.
• Participate in on-call rotation.

• Performs all other related duties as assigned by Management.

• Knowledge of the MSP and IT industry.
• Knowledge of company policies and procedures.
• Working knowledge of operational support escalation principles and industry standard KPIs used to measure success.
• Management and supervisory skills are required, plus the ability to plan and prepare.
• Must be highly organized, pay attention to detail, and have the ability to provide followup.
• Ability to read, analyze, and interpret all forms of information.
• Effective communication and strong interpersonal skills required.
• Must be able to lead a team effectively, influence without authority, and work within a team environment.
• Must demonstrate tact and diplomacy.
• Flexibility and the ability to…