Tier 3 Help Desk Engineer (Supervisor)
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- $24 - $28 Hourly
- Location : Toledo OH, Region
- Services : MSP
Job Description :
The Operations & Escalations Supervisor oversees the day-to-day execution of the service desk, ensuring tickets are resolved efficiently and escalations are managed appropriately. This role is focused on incident management, SLA compliance, and team performance.
Core Responsibilities :
Monitor and manage ticket queues to ensure timely resolution.Handle escalated technical issues and customer complaints.Enforce SLA targets and drive compliance.Coordinate with Tier 2 / 3 engineers and vendors for escalated issues.Track and improve metrics like FRT, MTTR, Escalation Rate, etc.Act as Tier 1 / 2 / 3 Support and directly troubleshoot and support customer calls as needed.Preferred Qualifications :Leadership abilitySelf-DrivenAble to lead a teamExisting VoIP experience as a point of escalation (Teachable if needed)PBX ExperienceLinux background and abilitiesScripting and automationKey KPIs Owned :
SLA ComplianceFirst Response Time (FRT)Escalation RateMean Time to Resolution (MTTR)Ticket BacklogSupervisors collaborate on :
Bi-weekly service review reportsEscalation protocols and service improvementsPSA / RMM improvements and workflowsJob Type : Full-time
Pay : $24.00 - $28.00 per hour
Work Location : In person