MNS Field Services Supervisor

Description

As the MNS Field Services Supervisor in our MNS department, you will be responsible for both leading a team of IT Specialists and providing high level IT support to one of our largest clients. You will support projects, track assets and ticketing, generate reports, and plan for continuous improvement. This role reports directly to the Help Desk Manager.

Responsibilities:

• Ensures the support team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
• Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and quality customer service.
• Manages, monitors and reports on the services and develop service levels required to support and deliver an exceptional Help Desk environment.
• Ensures customer service excellence by monitoring tickets and reviewing customer feedback.
• Provides sound judgment for solving complex technical issues.
• Coaches and develops team members.
• Provides front line support and assists in managing tickets and hands-on projects.
• Troubleshoot service requests for respective locations.
• Provide onsite support and service to users at different offices.
• Provides clear and consistent communication to both clients and team members.
• Performs additional duties as assigned.

Requirements

• BS Degree in Information Systems, Computer Science or related experience
• 5+ years of experience working in a help desk setting
• 2+ years of work experience in IT Help Desk Leadership preferred
• Ability to train and guide Help Desk personnel
• Ability to establish and maintain a professional relationship with team members and department contacts
• Ability to collaborate with team members to meet goals or complete tasks
• Diverse IT knowledge including knowledge of PC hardware and software
• Demonstrates ability to produce 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
• Must be able to lift up to 35 lbs.

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 individual with disabilities to perform the essential functions.
 

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment. Ability to lift up to 35 pounds. The employee must be able to walk for short periods of time and sit, and stand 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 their dependents, are eligible to enroll in health benefits through BlueCross BlueShield of Illinois (BCBSIL).  Health options include a choice of 2 PPO plans, a High-Deductible Health plan and a HMO. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.  

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time.  The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limi