Remote Support Service Supervisor

The Remote Support Service Supervisor is responsible for ongoing monitoring of all service incidents across the remote support function, ensuring service-level agreements (SLAs) are being met at every level. This includes being responsible for maintenance of incident priority systems, monitoring and response of Interactive BPM (bets per minute) graphs as well as other critical systems alerts. Additionally, the Remote Support Service Supervisor will regularly review all incident holding queues to ensure active progression and updates are maintained, provide daily support to agents in achieving SLA targets and work with other Supervisors to identify and adapt to service challenges as well as contribute to the creation and maintenance of all remote support process and procedures. The Remote Support Service Supervisor will also act as a point of project management for any initiatives impacting the remote support team, working with other stakeholders to see projects through to resolution., Monitor Service Incidents:

Oversee the day-to-day handling and resolution of service incidents within the remote support function. Ensure all incidents are logged, prioritised, and tracked in accordance with the established service levels. Proactively monitor incident resolution progress and escalate as needed to ensure timely resolution.

Ensure SLA Compliance:

Monitor and track service-level agreements (SLAs) to ensure that all incidents, requests, and tasks are being addressed within the agreed-upon timeframes. Work with the team to identify any areas where SLAs may be at risk and implement corrective actions.

Call Priority System Oversight:

Ensure the call priority system is functioning effectively to support the timely delivery of SLA targets. Regularly review the priority system and provide feedback or adjustments to ensure incidents are being prioritized correctly.

Monitor BPM and Critical Systems:

Ensuring constant and efficient monitoring of BPM views and other critical systems that support remote support operations. Ensure that workflows are functioning smoothly and assist with resolving any issues that may disrupt the service delivery process.

Workload Monitoring and Progression:

Regularly review workload across the remote support team to ensure that all tasks and service incidents are progressing in a timely manner. Address any bottlenecks or inefficiencies and ensure that work is being allocated appropriately.

Backlog Management:

Actively manage the backlog of work to ensure that no issues are stagnating or being overlooked. Monitor the resolution of older incidents and tasks to avoid delays and ensure continuous progress towards resolution.

Day-to-Day Support for Agents:

Provide ongoing guidance, support, and leadership to agents within the remote support team. Address any challenges or questions they may have in order to ensure that all operational targets, including SLAs, are being met.

Project Management Leadership:

Take the lead on project management activities within remote support, coordinating efforts with other departments to ensure resource alignment, timelines, and goals are delivered successfully.

Cross-Department Collaboration:

Work closely with other departments to ensure that resources are allocated effectively, and that the remote support team has the necessary tools, information, and support to meet operational goals. Ensure that dependencies between departments are managed efficiently.

Reporting and Documentation:

Provide regular updates and reports to the Remote Support Manager regarding incident management, SLA compliance, backlog status, and progress on key projects. Document any process improvements, operational challenges, and resolutions for future reference.

Continuous Improvement:

Identify and recommend improvements to existing processes, workflows, and tools to optimise the efficiency and effectiveness of the remote support function. Lead initiatives to address any operational inefficiencies and improve service delivery.

Supervision:

Act as a point of supervision and escalation for the combined Remote Support team. Proactively seeking to provide employee support at all levels and reacting to escalations from the team, customers, other internal departments and management.

4+ years of experience in a technical support role, ideally in a remote support environment.

Proven track record of managing SLAs, service incident resolution, and multiple work stream management.

Previous experience in project management, particularly in coordinating cross-functional teams, is highly preferred.

Strong understanding of IT support processes, incident management, and tools used to track and resolve issues

Strong leadership skills with the ability to support and motivate agents, ensuring that team targets are met.

Excellent communication skills, both written and verbal, with the ability to convey information clearly to both technical and non-technical audiences.

Ability to analyse performance metrics, identify trends, and make data-driven decisions to improve operational efficiency.

Strong troubleshooting and problem-solving skills, with the ability to resolve issues quickly and effectively.

Proven experience in managing projects, ensuring that resources are aligned, deadlines are met, and project goals are achieved.