Service Delivery Supervisor

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

Job Summary

The Service Delivery Supervisor will be responsible for a group of clients and deliver services through a team of multidisciplinary engineers. This role will be responsible for properly guiding the engineers with technical delivery and customer relationship management. In addition, the supervisor will also work closely with our Client Strategy team to keep abreast of overall client health and play a role in the overall IT road mapping. This role reports to the Service Delivery Manager

Key Responsibilities

• Help lead and prioritize the support team's workload.
• Monitor performance metrics and SLAs to ensure timely and effective resolution of client issues.
• Liaise with internal teams, vendors, and client contacts. 
• Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
• Regularly monitor the teams overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
• Be a liaison to clients where it relates to service delivery issues.
• Identify areas of needed coaching and training for the team.
• Listen to the teams overall internal and client facing feedback to help resolve any conflicts and/or issues that may arise.
• Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
• Identify and lead initiatives to improve on all KPI's & Performance Metrics alongside the SDM. Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Team Happiness as well as intangible metrics that align with things such as our Company Core Value
• Train, mentor, and evaluate team members to promote professional growth and service excellence.

Required Skills And Qualifications

• 5+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service. 
• Great communication skills, founded in being a good listener who seeks to understand the position of those being supported.
• Experience in Scheduling and Resource Management.
• Experience in networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP and QoS.
• Experience with WAN/LAN networking including routing, switching, security and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystems.
• Experience in Network Attached Storage (NAS). 
• Experience with Grand Stream or other Asterisk based PBX systems.
• Experience with Android, iOS, Gsuite and Office365.

Preferred Skills And Qualifications

• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

Hours & Location

This is a full-time hybrid position for candidates located in New York with a 7:30am start time and the expectation to go onsite as needed. Some night and/or weekend work may at times be required. Lastly, travel to other states will be required as we expand to other states.

Compensation

The salary range for this role is $100,000 to $120,000.

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

Benefits

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

The Hiring Process

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

1. Application review
2. First interview with our team, in a 30 minutes phone call
3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
7. An offer is extended
8. Welcome to CTS!! \o/

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.