Print Software Supervisor

Description

The Print Software Supervisor leads the Support Engineering group on implementation and helpdesk services for print software solutions implemented by Proven IT. This leader works with the team to ensure support engineers follow the standards and SLA put in place to drive response time, productivity, and client satisfaction. The Print Software Supervisor is accountable for ensuring new projects/implementations and client support requests are processed to completion with either a resolution or handed off for a sales opportunity if applicable. They are responsible for maintaining records for clients with support contracts and annual renewal cycles for the software Proven IT sells and implements. They will be responsible for ensuring that clients get billed by the appropriate finance team according to the policies and processes established for our contracts.

As front-line supervisor for team members, they will conduct performance evaluations and reviews with assigned employees. They will be asked to participate in interviews for potential candidates for their engineering team. The Print Software Supervisor will be responsible for creating and maintaining development plans for their employees and will identify training and mentorship opportunities for each team member.

The candidate will have broad knowledge of technical expertise for the methods and practices used in the solutions their team supports. The Print Software Supervisor will maintain documentation and vendor relationships on escalation processes. They must have a sense of urgency with a proactive nature. They must possess expertise to take initiative and the ability to maintain strong and effective working relationships with peers. The Print Software Supervisor must have the capability to identify and address issues that would keep the team from meeting projected performance, quality, and revenue goals if applicable.

Responsibilities

• Ensure best practices are being utilized in engineering such as time management, technical analysis and planning, documentation, and communication
• Lead/Participate in client stakeholder meetings
• Ensures that quality objectives and KPIs for support SLAs are achieved
• Provide insight and feedback for team KPIs that impact bonus compensations packages
• Promote an escalation process for sales opportunities discovered through support requests
• Participate in the selecting and hiring process for engineering candidates
• Participate in the vetting process for new solutions that require support teams
• Advise team members and/or resolve problems
• Conduct performance evaluations and reviews
• Champion product knowledge and training to Sales and Support teams
• Ensure client agreements for support coverage are maintained by appropriate teams
• Ensure clients outside of active agreements are billed for support requests as applicable
• Additional duties as assigned.

Requirements

• BS Degree in Business, Information Systems, Computer Science, or related experience
• 6+ years of Support/Help Desk experience
• 6+ years of presentation and communication experience to external clients/stakeholders
• 6+ years of technical experience in a variety of product families such as PaperCut, uniFlow, MS SQL, Oracle, JavaScript, HTML, CSS, Full Stack Development, Web App Development, Visual Studio, API/SDK, Linux environments
• Ability to establish and maintain a professional relationship with team members, vendors, and clients
• Strong problem-solving and organizational skills, people management skills, interpersonal and communications skills
• Demonstrates ability to present detailed solutions for a technical audience, and produce clear written communications for a non-technical audience
• Ability to multi-task in a fast-paced multifaceted environment is necessary
• Certification in one or more of the following: BA, PMP, Agile, Scrum, highly desired

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 25 pounds. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and the