Level 1 Enterprise Support Supervisor

Interface Security Systems is a leading managed services provider delivering managed network, asset protection, and business intelligence solutions to distributed enterprises. We streamline operations, improve security, reduce IT costs, and enhance the customer experience, maximizing ROI for the nation’s most successful brands.

At Interface, we are passionate about connecting and protecting what matters most to businesses … their people, their assets and their brand. We thrive on empowering distributed enterprises with solutions that help simplify complex challenges. We deliver nothing less than complete customer satisfaction through innovative and adaptive technology, customized services and relentless customer support. What enables us to be truly exceptional are our people and a culture where teamwork, respect and an innovative spirit thrive.

So, come and join our winning team and maximize your potential and achieve your professional development goals.

General Summary:

The Enterprise Support Supervisor position exists within Interface Security System’s Managed Network Operations Center. Interface provides these nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, LAN switching, security alarm monitoring, and video services. It is the responsibility of the Enterprise Support Supervisor to engage with those clients and technologies directly.

This purpose of this position is to supervise a team of Tier 2 Enterprise Support agents and ensure our clients’ overall support lifecycle experience is positive and contracted SLAs are met. The chief duties of this role are to effectively communicate Interface culture and enforce established Network Operations procedures to agents on their team. The supervisor is also a key stakeholder in ensuring client trust and positive relationships are maintained through consistent communication.

Job Functions

• Lead an effective team (8-10) of Tier 2 Enterprise Support Agents, whose role is to manage the network services for Interface’s Enterprise level clients.
• Effectively engage with a diverse internal and external audience. The client audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Client Service, and various vendors.
• Work closely with other Managed Network Operations Center supervisors across all tiers to ensure that proper escalation and process is being maintained.

• Act as a point of escalation for clients and internal parties when priority action is required.

• Lead weekly touch base calls with clients to maintain positive relationships and confidence in our product and support teams.
• Provide direction for on shift support operations and allocation of agents to meet changing needs.
• Pull reporting on various metrics to both ensure agents are meeting the milestones in place and analyze for any trends that may require additional agent coaching.
• Analyze ticket trends and provide solutions to areas that require improvement.
• Perform monthly scorecards and reviews, providing positive, constructive coaching and follow up in areas of in need of improvement.
• Ensure agent coverage on shift and manage timecards.

• Motivate the team and provide a positive environment that is both rewarding and challenges agents to perform at their best.

Knowledge and Skill

• Experience leading direct reports by providing positive guidance and constructive feedback.
• Strong, working understanding of IP-based voice and data networking fault isolation fundamentals.
• Willingness to assume ownership and responsibility while seeing incidents through to the resolution.
• Ability to work independently and multi-task changing priorities in a fast-paced environment to maximize time and efficiencies.
• Excellent verbal/written communication skills, with ability to effectively interact with individuals at all levels of responsibility and authority.
• Proficiency with all primary Microsoft Office and related software applications.
• Be a quick learner and possess a strong sense of self-motivation.
• Prior Managerial Experience is required.

Education / Experience

• Minimum 2 year of experience in a NOC/IT Service Desk Leadership role.
• Minimum 6 years working in a NOC/Support environment.
• Experience working directly with Enterprise level clients a plus.
• Certifications related to IT/Network technologies a plus.
• Bachelor’s Degree in a technical field or equivalent experience preferred.