Technical Support Supervisor, NOC Operations

- Lead and mentor a team of help desk technicians, holding regular one-on-one meetings and performance reviews. - Organize and coordinate technical and cross-training programs across IT support and physical security. - Engage in leadership meetings to aid in the planning and execution of quarterly strategic objectives. - Monitor ticket queues actively to ensure an efficient workflow, making necessary adjustments when tickets need to be reprioritized or reassigned. - Enhance resource scheduling utilizing Professional Services Automation (PSA) tools, aligning tasks with the required skills and urgency levels. - Oversee the escalation process to Tier 2 engineering, ensuring client approval and facilitating smooth project transitions. - Ensure compliance with Service Level Agreements (SLAs) while evaluating resource utilization to improve team productivity. - Serve as the main point of escalation for complex client issues, using effective conflict resolution skills to ensure customer satisfaction. - Manage key relationships with VIP and high-priority clients. - Keep clients informed about the progress of incidents, maintenance activities, and any service outages. - Track and analyze Key Performance Indicators (KPIs), focusing on response times, resolution rates, and technician utilization. - Conduct routine ticket audits and scrutinize time entries to guarantee billing accuracy and integrity of data. - Handle team administrative duties, including scheduling, processing time-off requests, and distributing workload effectively.