Supervisor, Service Desk - Dataprise

About the role: This Supervisor position will work as part of our Service Desk in providing leadership to a team of Engineers.  In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

***This is a hybrid onsite position located in Rockville, MD***

Why Dataprise? 

• Dataprise is a private equity-backed company whose mission is to grow organically and inorganically through the acquisition of solid-performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee-focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.  
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.   

What You’ll Do:

• Provide leadership and coaching to a team of Service Desk Engineers.
• Work to optimize the Service Desk team for day-to-day business operations and inspire them to deliver excellent end user experience and support.
• Hire, train, and provide daily management and oversight to Engineers.
• Serve as a technical escalation point of contact, mentor, and coach for Service Desk team.
• Ensure the team adheres to process, continually improves, and is able to work through ambiguity in high pressure situations.
• Take ownership of escalated customer incidents and work to resolution.
• Assist the Management team with communicating with the Service Desk to ensure that assigned tickets are addressed and resolved as quickly as possible and the assigned team of the Service Desk is operating at maximum productivity.
• Ensure that team members are following up on all issues in a timely manner and over-head hours are being submitted on a daily basis.
• May perform advanced Firewall, Windows Server, and Exchange Server configuration and troubleshooting.
• Execute SSL Certificate configuration and troubleshooting as needed.
• May perform VMWare and VoIP troubleshooting, advanced desktop support and troubleshooting, new deployments, MFA administration and support, Citrix troubleshooting & support, O365 admin/licensing, Endpoint security solution support for managed clients.
• Create a motivating environment so the team is as focused and productive as possible throughout the day.
• Be a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficiencies.
• Accountable for timely and accurate recurring client report delivery
• Assist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improve.
• Other duties as assigned.

What Skills & Experience You’ll Need:

• 5 years of related experience in a leadership role and/or at least 1 year of service at Dataprise.
• A minimum of 1 current and valid technical certification from a Dataprise partner (i.e. Microsoft, Mimecast, SentinelOne, VMWare, Cisco, SonicWALL, etc).
• A proven history of strong performance within the Service Desk department.
• Advanced hands-on experience with various technologies, which may include: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls, DNS, DHCP, VMWare, Office365, Mac, SSL, VoIP, Microsoft Office Applications and Microsoft Office.
• Strong communication skills and adept at speaking to clients professionally over the phone and in writing.
• The ability to exercise sound judgement and make business decisions independently.
• Excellent customer service skills and a passion for creating an un-matched customer service experience.
• The ability to deliver excellence independently and collaboratively.
• The willingness to respond to occasional communication from team after-hours or on weekends.
• A Bachelor’s Degree or Master’s Degree or equivalent in Computer Science, Information Systems, Engineering, Business, or other related field, or 4 years of related experience and/or training or equivalent combination of education and experience.
• Availability to work flexible hours is strongly preferred.
• Vast knowledge of Dataprise processes, procedures, products, and services.
• The ability to excel in a fast-paced environment.
• Strong problem-solving skills and the ability to mitigate conflict and address challenging situations.
• Industry certifications, such as MCSE, ITIL, CompTIA A, CompTIA Network, MTA - Technology Associate, MCSA Office 365, MCSA Windows Server 2016.

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

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