Technical Support Supervisor -

Technical Support Supervisor -

Pointivity is one of the industry leading Cloud Computing Company's founded in 1991. We have a long history of meeting the technology needs of business, partnering with clients to create business strategies and solutions. We provide enterprise level hosted solutions, to businesses of all sizes and industries anywhere in the world. We believe that as we grow, our employees grow both technically and professionally. We are a well-established, stable company with a close knit family feel.

As Technical Support Supervisor you will have the opportunity to be hands on, while leading our Tier 1 Engineers, working side by side to solve customers' technical support cases, and collaborating with senior level engineers to provide a market leading customer experience.

The position is a critical role with the responsibility of ensuring high quality services for our customers and leading by example. The ideal candidate has a mix of technical know-how, business and problem solving skills.

Responsibilities:
• Coordinate and provide technical support, including installing and upgrading software, installing hardware, configuring systems and applications.
• Assign, monitor, and supervise Service Desk technician duties, including incident escalation, ticket management, status reporting, and infrastructure support and troubleshooting.
• Provide administrative, operational, and development functions for IT Service Desk tools and systems
• Establish and maintain IT training and instructional material for the Service Desk, as well as, the end-user community
• Ensure that daily, weekly, and monthly statistics and status reports are completed and continually modified to meet the needs of the department
• Coach and mentor team members

Qualifications:
• 3-5 years of hands on experience in a service-oriented IT environment with at least 2 years at the Technical Support Supervisor level.
• Strong technical understanding of enterprise hardware and software, particularly client-server set-ups and networks.
• Excellent communication, analytical and organizational skills.
• ITIL or HDI (Helpdesk Institute) Certification a plus
• Citrix, RDS and Office 365 experience a plus

Benefits/Perks and other good stuff: Medical, Dental and Vision coverage, 401k, education stipend and certification/s.

Please send resume and salary requirements for consideration.