Global Response Cener Supervisor manages the day-to-day work activities for assigned Global Response Center (Tier 1) inclusive of the people, process, systems and measures. Manage technical staff responsible for Tier 1 response center delivery activities including collecting client information for ticket creation, incident management, event management, problem management and related ITIL processes to ensure client troubleshooting is resolved in a high quality and professional manner.
Employ structured and disciplined practices to ensure consistent technical support and service delivery in a 24X7 environment are consistent with company initiatives and client expectations. Manage and achieve financial targets inclusive of annual budget, gross profit and related financial metrics within area of responsibility. Ensure activities are achieved that meet corporate client satisfaction objectives as well as internal and external SLAs.
Manage day-to-day service center (Tier 1) technical services as the first client interface to perform customer validation, basic troubleshooting and ticket creations.
Evaluate and manage Tier 1 incidents to enhance process flow, troubleshooting and ticket resolution quality and take appropriate actions to maintain or improve service levels.
Develop service staff to ensure the client experience meets client satisfaction metrics. Develop strategy to include mastery of providing a differentiated and professional client experience and achieve sustainable growth. Drive continual increase of technical knowledge of Black Box products and service offerings.
Meet goals for area of responsibility including analysis and performance management, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed.
Manage, implement and continuously improve operational strategies, business plans, goals, core competencies and processes for Tier 1 technical service to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
Maintain and enhance a strong client service-oriented environment focused on problem detection and resolution. Oversee documentation of issues, action plan and outcome and distribution within area of responsibility. Lead Tier 1 technical service to surpass client satisfaction and achieve internal and external SLAs.
Monitor Tier 1 technical service work activities & outcomes and proactively identify and remove barriers to meeting client expectations. Escalate issues as appropriate using established processes and methodologies.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service center operations and the client experience within area of responsibility with a goal of first level resolution.
Performance management of Tier 1 technical service team including hiring, coaching, performance feedback and reviews, terminations, rewards determination, training and development.
Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent.
Additional duties as assigned.
This position will supervise individual contributors.
Bachelor's Degree in Information Technology, Computer Science or related field, or equivalent, relevant experience.
Minimum 5 years' experience with increasing Tier 1 service center supervisory responsibilities within the technology services industry.
Global experience with post-sales client service in a 24X7 environment preferred.
What's in it for You?
Joining Black Box means you'll have the opportunity to work on exciting, highly visible projects with our customers. You'll get to know large and small organizations across the world and work to deliver best in class IT solutions. You'll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you'll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
Now more than ever, businesses rely on Black Box to deliver products that make working remotely or in expanded workspaces secure, simple, and safe.
For over forty years, Black Box has been a world-leading provider of premier IT infrastructure solutions. Today, we continue to design and manufacture award-winning products for Pro AV, KVM, cabling and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. Our solutions are used every day in government, education, commercial enterprises and any other organization that requires the utmost quality and performance from their IT infrastructure.
On top of creating industry-leading products, Black Box demonstrates every day a complete commitment to providing our customers with the best technical support and service in the industry. Our award-winning, dedicated support staff works around the clock to ensure our customers’ systems are always up and running optimally. They are truly as important to the successful IT, communications and business operations of our customers as the powerful products and solutions we deliver. WE ARE HIRING!