Supervisor, Technical Services

Overview:

ViaPath is seeking a Supervisor of Technical Services to oversee a portion of our Technical Support team that provide technical assistance on various product lines. We provide hardware and software telecommunications solutions, and our support staff are responsible for the entire application ecosystem. This position will oversee a multi-discipline team focused on providing excellent front line support to our facilities. The focus areas are on quality, consistency, and first call resolution. We are seeking an experienced leader who is very familiar with technical call center protocols/technologies, and has a track record of expressing expectations, and then successfully managing staff to those expectations.

Supervisor position overseeing the Day shift team that works 7:00am - 3:30pm Central. Position will initially be hybrid 3 days in the office based, selected candidate must be local to the ViaPath Dallas office. Will attend trainings and meetings in the office as needed and will relocate to be office based if requirements change.

Responsibilities:

Serve as an Ambassador for ViaPath

Oversee staff hiring, training, scheduling, and utilization

Manage all aspects of employee performance

Build standardized process and procedure for all functions of the department

Partner with department managers to facilitate work moving between groups

Drive staff adherence to departmental procedures

Actively oversee call and ticket quality reviews with the Team Leads

Act as a point of governance for how the department’s resources are allocated by the business

Manage SLA breach notifications across all priority levels

Develop new processes and OLAs with appropriate business units

Assign and prioritize daily service tickets

Monitor workloads to allow the department to shift labor resources dynamically in response to client impacting events

Direct the staff on ITSM/ITIL policy adherence

Develop a culture of mentorship and cross training

Drive daily and proactive communication of customer issues to appropriate teams and departments

Participate and coordinate team on-call production support rotation, occasionally required to do work during non-business or late-night hours

Other duties as assigned Some travel required

Qualifications:

High School Diploma or GED required; Associate’s degree preferred

Minimum of 2 years of supervisory experience

Minimum of 5 years of technical support experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting. Will consider a combination of experience and education.

Minimum of 2 years’ experience in customer focused role working to ensure product deliverables are working as designed

Ability to lead a team

ITIL certification a plus, but not required

Exceptional listener and communicator; Strong verbal and written communications skills

Strong organizational skills

Demonstrated leadership and influencing skills

Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines

Ability to identify and implement process improvement and standards of excellence

Ability to gain internal support and establish solid working relationships

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Permanent