Supervisor, Incident Response Analyst I Support

Flexential; Centennial (CO); On-site; USD 70,000 - 83,000; Full time

Job summary

An established industry player is seeking a dedicated supervisor to lead day-to-day operations in a fast-paced IT support environment. This role focuses on enhancing customer experiences by managing team performance, ensuring adherence to best practices, and facilitating effective communication during outages. The ideal candidate will possess strong problem-solving skills and a positive attitude, driving personal development for frontline staff. Join a dynamic team where your contributions will directly impact service excellence and operational efficiency, all while enjoying a comprehensive benefits package that supports your well-being.

Benefits

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HAS)

Flexible Spending Accounts (FSA)

Life and AD&D

Short Term and Long-Term disability

Flex Paid Time Off (PTO)

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Qualifications

• 2 to 5 years’ experience in a 24/7 IT enterprise support environment.
• Strong knowledge of IT best practices, policies, and procedures.

Responsibilities

• Drive responses to customer cases and monitor team performance.
• Provide feedback and ensure proper training of new hires.
• Oversee workloads and manage team schedules.

Skills

Problem-solving

Critical thinking

Decision-making under pressure

Verbal communication

Written communication

Attention to detail

Leadership

Coaching

Job description

Job Description:

Our supervisors are the first escalation points for leadership. They drive the day-to-day operations, resource allocations, and support our frontline staff. Our supervisors work closely with their teams to ensure our customers are getting a world-class support experience by collecting and providing feedback to the staff, reviewing key performance indicators to revise and create new processes and procedures, and driving personal development for our frontline staff.

Key Responsibilities and Essential Job Functions:

• Drives responses to customer cases and the correct routing of tickets
• Monitors, motivates, and documents team and individual performance, employee punctuality, goals, professionalism, ensuring policy and procedures are followed
• Documents disciplinary issues
• Provides consistent feedback during employee’s one-on-ones
• Works with managers to design new processes and procedures
• Ensures proper training of new hires
• Creates and manages team schedules
• Oversees proper workloads handed off from shift to shift to ensure a great customer experience
• Primary escalation for single and multi-customer outages. Responsible for facilitating and communicating outage progress to both internal and external stakeholders

Required Qualifications:

• 2 to 5 years’ experience in a 24/7 IT enterprise support environment
• Strong knowledge of IT best practices, policies, and procedures
• Excellent problem-solving and critical thinking skills, and decision-making skills under pressure
• Excellent verbal and written communication skills, including phone etiquette, writing, and active listening
• Strong attention to detail and work ethic
• Ability to influence, lead, and coach others
• Positive attitude

Preferred Qualifications:

• ITIL foundation, familiarity with ITIL incident management methodology
• Experience with Change Management
• 3 to 5+ years of applying troubleshooting techniques across various server, application, and network technologies

Physical Requirements:

• Requires use of a computer and keyboard
• Requires extended periods of sitting or standing
• Requires heavy usage of phone

Base Pay Range:

Annualized salary range offered for this position is estimated to be ($70,224.00 - $82,862.00). However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Benefits of working at Flexential:

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: IT Services and IT Consulting