Job Information
Entre Technology Services IT Services Supervisor in Billings, Montana
IT Services Supervisor Here at Entre Technology Services we provide exceptional on-site and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day. The Position: The Supervisor’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. They report to the Client Services Manager. The Supervisor ensures company policy and procedures are followed and maintained. This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required. In addition to strong technical aptitudes, backed by at least 5 years of hard core in the trenches experience, this person is a powerful communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. Essential Duties and Responsibilities: •Manage the team’s daily activities as well as the dispatch process of service requests •Lead a small team of 5-8 resources •Conduct coaching conversations with team members •Provide disciplinary action when necessary, with help from management and HR •Conduct quarterly reviews with team members •Conduct one-on-one meetings with team members •Contribute to the continuity of computer services by providing the necessary technical leadership •Drive problem investigations and resolution as required •Design and maintain process documentation •Responsible for scheduling, escalation and client satisfaction •Active role in daily management of all client calls •Ability to effectively and efficiently troubleshoot technical problems •Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems •Provides end user training where required •Provide mentorship to staff and assist in the development of technical support from a career perspective •Ensure that systems, processes & methodologies are followed according to company guidelines •Build relationships with clients and participate in necessary client meetings (Pre & Post Sales) •Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span •Any other duties as assigned by management Technical Requirements: •4+ years helpdesk/field-onsite technical support experience providing complete network to end point support services to small and medium sized businesses •Demonstrated understanding of data integrity, standard backup practices, and associated hardware/software solutions. Experience with Veeam and Acronis backups preferred •Windows Server (2008-2019) administration including spin-up, roll-out and management including but not limited to Active Directory, GPOs, Trusts, Print Servers, etc. •Build and maintain virtual environments such as Hyper-V, VMware, Veeam & Azure •Workstation operating systems e.g., MAC, Windows 7 and later •Workstation productivity/operations application administration e.g., Microsoft Office, QuickBooks, etc. •Network Security – Router/Firewall experience i.e. Cisco, Meraki, SonicWall, Sophos & Barracuda firewalls & wireless environments •Cloud Environment management e.g., AWS, Azure, etc. •Enterprise email systems e.g., Microsoft Exchange, Google Suite, etc. •Office 365 deployment and security Miscellaneous Requirements: •Daily time entry accounting for at least 7 hours in the form of notes in service tickets •Monthly billing should be at least 80% or more of a typical month of about 160 hours available. Subtract 5% per technician that you lead. •Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability •Ability to work in fast-paced environment and meet deadlines •Must be available for on call approximately one week every three months •Must be available occasionally on nights and weekends to perform off-hour maintenance and projects •Highly organized, self-motivated, and self-directed •Professional customer service skills •Strong written and oral communication skills •Ability to create knowledge base articles and update customer documentation in IT Glue •Ability to lift 50+ pounds •Must be willing to travel for client on-site visits, some overnight stays may be required •Must have a valid driver’s license, insurance and reliable transportation •Legal authorization to work in the U.S. •The following certifications are preferred: MCSA/MCSE/MCITP, VCP, ITIL, Project+, Network+, Security+, A+ Experience: •Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support: 3 years (Required) •Desktop Support: 3 years (Required) •Customer Service: 3 years (Required) •Virtualized Server Support: 3 years (Preferred) •Data Backup and Recovery Support: 2 years (Preferred) •Network Router, Switch, Wireless Support: 2 years (Preferred) •MSP (Managed Services Provider) Engineer: 2 years (Preferred) •Technical support in a production-based IT environment(s), preferably in multi-site environments: 4 years (Preferred) •Macintosh, Kaseya, ConnectWise, Sophos, SonicWall, Barracuda, Unifi, experience a plus