Managed Service Quick Response Supervisor - HYBRID

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Managed Service Quick Response Supervisor  - HYBRID position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 29 PTO Days including company holidays

The Managed Service Quick Response Supervisor - Hybrid is responsible for executing our Managed Service Strategy with regard to the front-end experience for the support of our clients.  This position oversees the Managed Services Quick Response Team and ensures staffing for and delivery of a consistent, productive, and professional handling of incoming calls and tickets/requests.  This is a flexible HYBRID position requiring the candidate to work from our Plymouth, MN office 2 days a month. 

PRIMARY DUTIES include but not limited to: 

• Support the organization in delivering the Service Strategy and vision.
• Maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
• Work with Service Delivery Managers in Managed Service Support to ensure proper escalation of work to reactive support teams.
• Oversee the Service Level Agreements within the delivery units where specifically needed (i.e. where the client requirements differ from the service level in standard service descriptions).
• Work to achieve and maintain profitability in Managed Service accounts by closely tracking labor and overhead expenses that impact the Quick Response Team.
• Work to mitigate the impact of service failures and improve quality Standard Operating Procedures.
• Provide leadership and mentorship to technicians on Managed Services Quick Response Team.
• Collaborate with Service Delivery Managers and the Proactive NOC Manager to develop processes, standards, and procedures for the Managed Services team consistent with department strategy and vision.
• Support the process owners and ensure process functionality and delivery.
• Form strong relationships with the Account team building an understanding of Customer Requirements and business drivers.
• Work with Sales team to fine tune our Managed Service offerings and help drive the success of new accounts with regard to proactive and preventative technologies and platforms.
• Utilize performance management processes to maintain a high degree of efficiency among technical team members by monitoring and reporting on Support team KPIs and Service Level Targets (SLTs).
• Interview and hire technical staff for Managed Service Quick Response Team.
• Determine appropriateness of escalations and ensure service delivery of all issues from Managed Service clients by enforcing escalation and ticket handling processes.

COMPETENCIES:

• Analytical and problem solving skills
• Proven excellent leadership and coaching skills
• Professional and diplomatic
• Strong interpersonal, communication and presentation skills
• Proficient organizational skills

REQUIRED EDUCATION & EXPERIENCE REQUIRED:   

• Experience in a Service Delivery function, including solid experience dealing with Customers, and fast-paced technical teams, typically gained over 3-5 years
• Experience working for an established managed or cloud services provider (MSP/CSP) for 1 year or more
• ConnectWise PSA management experience (preferred)
• Detailed working knowledge of a very broad range of IT systems

EXPECTED HOURS OF WORK: Full time – 40 hours; Monday – Friday 8am – 5pm, plus overtime as needed.

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