Think Beyond The Label Jobs

Enterprise Account Supervisor Job ID 2023-4304 Type Regular FTE Responsibilities Onsite role in Dayton, Ohio, supervising a team of assigned resources to support an Enterprise Managed IT Services customer. Resources will be onsite and remote. Technologies will include Network, Voice/Collaboration, Data Center, End User technology support (onsite, remote and hardware) including hosted and on-premise application support. Job Duties: Daily Monitoring Incidents and Request Case queues, assigning cases as needed, oversee case progress and completion within prescribed service level agreements (SLAs) as defined based upon priority Communicate incident escalations to involved Engineers, Account Managers, Management, and the Client as needed Manage and resolve Enterprise Account escalations Scheduling/Updating calendars, review and approve time off requests and coordinating resources. Customer and Sales liaison, contact point, and primary escalation resource for any Support issues on open service cases. Technician Workload Management Review Dashboards to assist with case management (management of unassigned cases, cases not recently updated, service level agreements, and aging cases). Identify any issues with case handling and coach engineer staff to provide optimal service. Spot check case comments and states to ensure that they are detailed, accurate, and are occurring in a timely manner. Identify aging service calls and work to overcome any obstacles and drive calls toward resolution. Investigate CSAT issues and report back findings to Operations Management. Weekly Run a weekly account engineering meeting to track action items, obtain status, coordinate progress and work to complete within agreed time frames. Weekly Status Updates for Service Tickets/Call review meetings Reporting for enterprise accounts or high touch/visibility annuity accounts Service Call Queuing and Workload Management Monthly Development of reporting, dashboards needed to improve service & support in the account. Assisting with investigating SLA violations, device availability Additional Duties as needed Enterprise Account On-Call Scheduling Address negative surveys by doing initial research on the situation and reporting details to management for coaching purposes and customer communication. Performs other job-related duties as requested/directed Management of small-scale projects of varying technologies - Under 40 hours - (Cisco datacenter, security, wireless, route switch, voice, virtualization, storage, etc.) Qualifications 5+ years of experience supervising both onsite and remote team members. Must have experience working with and understanding ticketing systems, preferably ServiceNow. Must have experience managing SLA times and providing escalation as needed. Must have excellent communication skills in working with both Sentinel management and the client communications. Must be able to investigate CSAT issues and work towards resolution. The candidate must have a car, as this position requires travel between location and the transportation of equipment A valid driver's license and proof of vehicle insurance will be required Legally authorized to work in the US without sponsorship Must demonstrate a "can-do" attitude We focus on candidates that display our "ACE" factor - Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service. What you get: We offer an energetic work environment with many corporate culture amenities, competitive salary, and rich benefit plan including: Medical, Dental, Vision, 401K, 529, Life Insurance, Income Protection Short and Long-Term Disability, Medical and Child/Elder Care, Flexible Spending Accoun