Computer Operations Supervisor
CAI

Computer Operations Supervisor
Req number:
R2458
Employment type:
Full time
Worksite flexibility:
Onsite
Job Summary
As the Computer Operations Supervisor, you will be responsible for daily operations of their team which aims to triage and quickly address or route incoming issues and sends requests to the appropriate support team, while providing excellent customer service experience.
Job Description

We are looking for a Computer Operations Supervisor for a full-time, 12 month+ contract position onsite in Boca Raton, FL. The candidate selected will be responsible for daily operations of their team which aims to triage and quickly address or route incoming issues and sends requests to the appropriate support team, while providing excellent customer service experience. This role is responsible for training and supporting the team. The supervisor will help resolve issues and will be the main escalation point for incidents or requests. Additionally, the supervisor is involved in the continuous improvement process, which includes performance assessment, report creation, metrics monitoring, and documentation.

What You'll Do

• Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists
  
• Serve as a high-level resource for their team and the main escalation point for customer service-related issues
  
• Assists with the monitoring and tracking of inventory for the Information Technology cost center
  
• Work closely with the IT leadership to identity areas for improvement
  
• Implement workflows and strategies to enhance overall efficiency, user satisfaction, and service quality
  
• Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members
  
• Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit
  
• Performs Quality Assurance on customer incidents onsite or at remote sites ensuring that Service Level Agreements are met
  
• Responsible for coordinating and scheduling audiovisual setups and video conferencing support
  

What You'll Need

• High school diploma or equivalent; additional certifications or relevant education is a plus
  
• IT Enterprise experience
  
• A minimum of 5 years of IT work experience in computer operations with exposure to multi-platform
  
• environments
  
• Requires experience in leading teams and projects
  
• Minimum two years' experience in customer service and quality assurance
  
• Minimum one year of supervisory experience managing staff and projects
  
• Previous experience using a ticketing system that manages support requests and monitoring trends
  
• Ability to manage multiple priorities and work independently or as part of a team
  
• Capacity to perform in high-pressure situations, with strong organizational and time management skills
  
• Strong technical troubleshooting skills with hardware and software issues
  
• Understanding of help desk processes and service management principles
  
• Supervisory skills, including the ability to motivate, develop and empower team members
  

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
  
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
  
• Ability to lift up to 30 pounds
  

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

This job has expired.