Join our growing team! In our Supervisor, IS Services position, you will be responsible for overseeing the daily operations of the IS Services support team, ensuring that end users receive effective technical support and assistance. This role involves managing staff, developing processes, and maintaining service levels to deliver high-quality customer service. This is a hybrid position located out of our Taunton/ Dedham, MA Corporate Offices, working 3 days in the office and 2 days from home.
Why you will love this job.
Team atmosphere
Flexible hybrid work schedule
Warm, collaborative culture
Competitive salary
Why you will love Jordan's Furniture.
Stability: We are a growing, stable company
Great benefits: Medical, dental, vision and more!
A generous employee discount: Up to 40% off
What we trust you to do:
Supervises and mentors the Services staff and provides guidance on troubleshooting and problem resolution techniques.
Provides hands-on end-user support including installation, configuration, and troubleshooting.
Monitors the ticketing system, ensuring timely responses to user requests and compliance with service level agreements (SLAs).
Tracks key performance metrics and generates reports to identify trends, areas for improvement, and training needs.
Leads projects for the Services team with internal and external stakeholder groups.
Ensure consistent documentation of troubleshooting steps and solutions in our online database.
Recommends procedures to enhance the efficiency and effectiveness of Services operations.
Acts as the escalation point for complex technical issues, ensuring prompt resolution.
Creates training materials and conducts training sessions for staff on new technologies and processes.
Works closely with others to ensure seamless communication and support for users.
Who you are:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent experience may be considered.
3-5 years of experience in support roles, with at least 2 years in a supervisory capacity.
Proficiency in ticketing systems and remote support tools.
Strong understanding of operating systems, networks, and hardware.
Strong analytical and problem-solving skills with a focus on resolving issues efficiently.
Excellent verbal and written communication skills; ability to convey technical information to non-technical users.
Proven leadership and team management abilities
Must be able to read and communicate effectively in English.
Jordan's prides itself on having a strong, loyal J-Team. We recognize we are 'One Team, One Goal' working together to continue to strengthen Jordan's place in the market and as an employer of choice. We know that you are here to support your family and we are here to support you! If this speaks to you, then it's time to talk.
Jordan's Furniture is an Equal Opportunity Employer.