Position Summary:The IT Solutions Supervisor is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests. Working with the Sr. Manager of IT Solutions, this team member ensures all tickets are accepted, handled, and closed within target SLA's and service protocols to guarantee client satisfaction. Basic Functions:Create trouble/service tickets on behalf of clientsRespond to service tickets as submittedDispatch tickets to the IT Solutions Team and monitor status and completion within SLA requirementsSchedule, maintain and update the dispatch portal throughout the workdaySchedule and monitor VIP requests with the appropriate IT Solutions Specialist/ Principal EngineerMonitor and update service request status with the client, IT Solutions Team and FDS leadershipEscalate problem tickets to Tier II, Tier III or Principal Engineers to meet SLA targetsAssign/monitor project tickets in conjunction with Senior Manager of ProjectsProvide mentorship and/or assistance with Tier 1 and Tier 2 service ticketsSchedule and coordinate vendor supportCompile daily ticket status reports and perform ticket quality assurance assessment on daily basis Additional Duties and Responsibilities:Provide superior client service while building client satisfactionAbility to work in a team and communicate effectivelyImprove usage and increase productivity of support resourcesGenerate and prepare monthly ticket reports and KPI reports for review by Sr. Manager of IT Solutions. Enter all work as service tickets in Connectwise Educational/Vocational/Previous Experience RecommendationsDegree in Computer Science or related discipline is preferredHelp Desk experience preferredInterpersonal skills: such as telephony skills, communication skills, active listening, and customer careStrong language skills in English, written, listening & spokenStrong organizational and time management skillsAbility to multi-task and adapt to change quicklyService awareness of all organization's key services for which support is being providedHighly motivated, sense of responsibility, and self-discipline Microsoft Windows and Apple Mac OS SystemsBrowser ApplicationsOffice Productivity SuitesPrint SystemsBasic Computer setup and configurationEmail SystemsBasic Network Troubleshooting TechniquesFamiliarity with DNS, DHCP, TCP/IPBasic understanding of Security, Antivirus, Antimalware SolutionsIssue Tracking Systems concept Requirements:Proven help desk experience in a business applications environmentSatisfactory completion of a background checkAvailability during standard office hours: 8:30am - 5:30pmMust be available for some night and weekend work as neededCertifications a plus The above position description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor or company leadership. Only local candidates need apply. Proof of COVID vaccination required.