RSC Supervisor-SaaS Unified Communication

All Covered – IT Services from Konica MinoltaIT & Cybersecurity 3-5 Years

Job Description

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective
Konica Minolta currently has an exciting opportunity for an RSC Supervisor!

The Supervisor position is a process management, technical mentoring, and HR management position in the Remote Support Center (RSC). The RSC is a centralized group of engineers focused on and specialized at working support tasks remotely for our nationwide client base. The Supervisor position ensures support requests are being handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.

Essential Job Functions
Drive to meet and exceed organizational Service Level Objectives for:
Cost per Contact
CSC Utilization
Customer Satisfaction
First Contact Resolution Rate
Employee Satisfaction
Average Speed of Answer
Supervise a team of engineers with a focus on:
Client satisfaction
Service Delivery Quality
Performance Monitoring Job functions
Manage the delivery process, performance, and quality of remote support services
Improve overall service delivery and quality through training and coaching
Improve efficiencies by analyzing remote support activities and proposing recommendations
Ensure processes exist and, when possible, are standardized and repeatable
Review, train, implement, and enforce Standard Operating Procedures
Ensure service levels are achieved and aligned with client agreements
Ensure customer expectations are met or exceeded
Frequently review individual metrics with team members
Identifying coaching or training opportunities to improve individual performance
Deliver annual performance reviews to RSC engineers
Provide management with performance reports
Measure, monitor and work to drive down call and task levels
Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
Supervisor are responsible for HR management functions
Excel in the areas of:
Remote support skills
Client service skills
HEROES values and corporate citizenship
Professionalism and punctuality
Competencies (Knowledge, Skills and Abilities)
Strong interpersonal, written and oral communication skills
Strong facilitation, conflict resolution and investigative skills
Adept at reading, writing, editing, and interpreting technical documentation and procedure manuals
Ability to present ideas and solutions in user-friendly language
Highly self-motivated and directed
Proven analytical and problem-solving capabilities
Strong customer service orientation
Experience working in a team-oriented and collaborative environment
Experience, Educational Reqts and Certifications
2 Years of supervisory experience of a technical team or related experience
2 or more years of providing remote support and troubleshooting experience
BA, BS or similar degree in computers/electronics or relevant experience
Knowledge of the following industry certifications is desired:
MCTS: Windows Server 2008
1 Core Exam towards MCSA Server 2012
MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
CompTIA Server+
MCITP: Office 365 Administrator
Cisco Certified Network Administrator (CCNA)
Apple Certified Technical Coordinator (ACTC)
Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
Konica Minolta Offers:

Competitive salary
Outstanding benefits package (including medical, dental, vision, life insurance)
401(k) plan with matching company contribution
Generous holiday and paid time off schedules
Tuition Reimbursement Program
Ongoing professional development training
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Posted On

June 17, 2020