Stand Together

  • IT Supervisor, Escalation Team

    ID (external)
    2020-4384
    Category
    Engineering and IT
    Location
    US-VA-Arlington
  • Overview

    Stand Together is seeking a Supervisor to build and mentor an IT Support Escalation team and ensure that end users are receiving excellent assistance in the identification and resolution of end user requests. You are not only a supervisor but you are a mentor, people manager, and culture driver. Your role is to build a team that has strong customer focus, to ensure quality technical support, and to increase client satisfaction.   

     

     

    Your Responsibilities Include

    • Identify problem areas within support processes and tools to drive continuous improvement in the way the team handles support requests 
    • Effectively prioritize and delegate tasks for the team in order to resolve issues with quality and efficiency 
    • Equip team to use good economic thinking by understanding when to try to resolve a ticket themselves vs. when to escalate tickets quickly in order to best help our customers 
    • Conduct research on emerging products, services, protocols, and standards in support of help desk best practices 
    • Work with IT leadership to establish best practices through the entire technical support process and equip team to follow them 
    • Coach and mentor talent so they can grow in their roles and learn to embrace and thrive within our company culture 
    • Provide quick and continuous feedback and accountability so the team can adjust behaviors quickly and improve the quality of service our customers receive

     

    Knowledge and Skills You Bring to the Organization

    • 2+ years of supervisory experience 
    • Proven relationship management skillset 
    • Ability to motivate a team towards the organization’s goals 
    • Exceptional written and oral communication skills 
    • Proven analytical and problem-solving abilities 
    • Exceptional customer service  
    • Experience working in a team-oriented, collaborative environment

     

     

    About Us

     

     

    Stand Together helps social entrepreneurs supercharge their efforts to help people improve their lives. We connect them with passionate partners and the resources necessary to make a greater difference. 

     

    Through our philanthropic community, we tackle some of the nation's biggest challenges so that every person has the opportunity to realize their extraordinary potential.

     

    Stand Together partners with people from diverse perspectives and backgrounds—including people in education, business, community non-profits, and public policy—to accomplish more together than any of us could on our own.

     

    Our Values

     

    Working at Stand Together is different from many other organizations. We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 

     

    We believe that diversity in experiences, perspectives, knowledge and ideas fuels creativity, broadens knowledge, and helps drive success. That’s why we’re proud to be an equal opportunity employer and strive to treat all employees and applicants with honesty, dignity, respect and sensitivity. We welcome all qualified applicants regardless of color, race, religion, religious creed, sex, gender or gender identity, gender expression, sexual orientation, national origin, citizenship, ethnicity, ancestry, age, physical disability, mental disability, medical condition, pregnancy (including medical needs which may arise from pregnancy, childbirth, or related medical conditions), military and veteran status, genetic information, marital or familial status, political affiliation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. 

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share with your network

    Not ready to apply? Connect with us for general consideration.