All Copy Products · 2 weeks ago
Verticomm Technical Service Desk Supervisor
Denver, CO
Full-time
Onsite
Mid, Senior Level
$90K/yr - $120K/yr
2+ years expAll Copy Products is a rapidly growing company focused on optimizing technology and enhancing productivity for clients. The Technical Service Desk Supervisor will oversee the service desk team, ensuring performance meets client expectations while managing training, documentation, and process improvements.
ConsultingHardwareInformation TechnologyProfessional ServicesSoftware
Responsibilities
Instruct, direct, and assign work to Support Technicians and ensure optimal performance is achieved
Service desk utilization analysis reporting for daily/weekly/monthly/quarterly performance
Effectively develop and maintain formal processes and procedures for consistency and increased productivity
Effectively improve first call resolution, manage Verticomm community perceptions, and build strong internal relationships
Build and maintain a qualified support team through hiring and training
Effectively manage all service desk projects to meet timelines, objectives, and budget expectations
Ability to effectively translate technical issues for impact and prioritize the urgency achieving optimal outcome
Responsible for ongoing development/training of the Service desk team, including KPI deliverables, SLA/SLO deliverables in alignment with the Business Agreements
Responsible for helping create documentation, policies, and procedures supporting the service desk operations
Responsible for proactive communication to the organization for any risks, incidents, or problems encountered and plans for remediation upon related discoveries
Responsible for building and maintaining a positive, collaberative and supportive team environment
Qualification
Required
Demonstrated experience working in a managed services environment is required
AA degree in information technology, Computer Science, Engineering, or a related field
2 years relevant work experience in an MSP/ Support Desk Supervisor/Manager
Demonstrated experience with ticketing systems, preferably ConnectWise, knowledgebase systems like IT Glue, and familiarity with RMM platforms
Strong understanding of Support desk organizations and understanding of ITIL service desk operations concepts, specifically service operations
Excellent communication skills with the ability to effectively conduct training and presentations
Proficiency in creating and maintaining process documentation
Ability to work both independently and collaboratively within a team
Ability to manage in a rapidly changing environment to meet client expectations
Basic understanding ITIL concepts specifically service operations
Excellent written and oral communication skills for both internal and external communication
Current Driver's license
Preferred
Familiarity with Fortinet product is preferred
Network+ and A+ Certifications, MS-900 or AZ-900 certifications, Windows 10, Windows 11 preferred
Willingness to achieve certifications is preferred
Benefits
Medical
Dental
Vision
Pto
Paid holidays
Long and short term disability
401k with a company match
State of the art office with underground parking
Rooftop terrace
On site lounge
Company volunteer events
Company social events
Team building activities
Company
All Copy Products
All Copy Products provides document solutions for small- and medium-sized businesses.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$0.75M2005-03-28Series Unknown· $0.75M
Leadership Team
William Martin
Chief Technology Officer
Kyle Wheeler, CPA/ABV
Chief Financial Officer
Company data provided by crunchbase