Supervisor, Technical Services

Overview:
ViaPath is seeking a Supervisor of Technical Services to oversee a portion of our Technical Support team that provide technical assistance on various product lines.

We provide hardware and software telecommunications solutions, and our support staff are responsible for the entire application ecosystem.

This position will oversee a multi-discipline team focused on providing excellent front line support to our facilities.

The focus areas are on quality, consistency, and first call resolution.

We are seeking an experienced leader who is very familiar with technical call center protocols/technologies, and has a track record of expressing expectations, and then successfully managing staff to those expectations.

Position to be based at one of the following ViaPath Offices: Dallas, TX, Fruitland, ID, Falls Church, VA or Altoona, PA.
Responsibilities:
Oversee staff hiring, training, scheduling, and utilization
Manage all aspects of employee performance
Build standardized process and procedure for all functions of the department
Partner with department managers to facilitate work moving between groups
Drive staff adherence to departmental procedures
Actively oversee call and ticket quality reviews with the Team Leads
Act as a point of governance for how the department’s resources are allocated by the business
Manage SLA breach notifications across all priority levels
Develop new processes and OLAs with appropriate business units
Assign and prioritize daily service tickets
Monitor workloads to allow the department to shift labor resources dynamically in response to client impacting events
Direct the staff on ITSM/ITIL policy adherence
Develop a culture of mentorship and cross training
Drive daily and proactive communication of customer issues to appropriate teams and departments
Participate and coordinate team on-call production support rotation, occasionally required to do work during non-business or late-night hours
Other duties as assigned | Some travel required
Qualifications:
High School Diploma or GED required; Associate’s degree preferred
Minimum of 5 years of technical support experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting.

Will consider a combination of experience and education.
Minimum of 2 years’ experience in customer focused role working to ensure product deliverables are working as designed; management/leadership experience strongly preferred
Ability to lead a team
ITIL certification a plus, but not required
Exceptional listener and communicator; Strong verbal and written communications skills
Strong organizational skills
Demonstrated leadership and influencing skills
Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
Ability to identify and implement process improvement and standards of excellence
Ability to gain internal support and establish solid working relationships
ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.

ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

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