Third Shift Technical Helpdesk Supervisor

Position Summary

The Third Shift Managed Services Supervisor is first line management that supervises all Managed Services staff assigned to the third shift (this position must be able to accommodate Eastern Time third shift business hours). The Shift Supervisor provides leadership, incident handling guidance, shift workflow, and mentoring on operational procedure to their assigned staff. The Shift Supervisor is responsible for being a client escalation point within Managed Services for their shift, monitoring the quantitative and qualitative nature of ongoing Managed Services activity during the shift using scheduled reports and log watching, and working out issues that traverse shifts with the other shift supervisors and reports to Managed Services Management.

The primary goal of the Third Shift Managed Services Supervisor is to ensure that all clients are satisfied and to assist Managed Services personnel in performing their jobs effectively. The Third Shift Managed Services Supervisor works with other groups within the Company and provides communication, information, and resolutions to clients with specific issues about the service.

Basic time allocation between position responsibilities is as follows:

Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA: 40%

Review and mentor on all Shift QAs / QCs: 20%

Review and approve knowledge base changes: 10%

Handle client escalations: 10%

Staff Augmentation: 10%

Scheduling: 10%

Responsibilities:

• Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA

• Monitor all queues to ensure SLAs are met.

• Execute Staff Augmentation as necessary.

• Escalate when issues are deemed necessary.

• Monitor call queues. If no one is available, take the call.

• Monitor the Managed Services email escalations queue and handle client escalations, delegating as needed.

• Monitor and ensure all Time Critical Escalations are quickly picked up.

• Conflict Resolution: Encourage and promote smooth working relationships among staff to improve both productivity and staff retention. Negotiate and resolve all staff conflicts to maintain an effective and professional work environment.

• Be available as the escalation point for third shift issues.

• Delegate work as necessary, track progress and ensure deadlines are met.

• Oversee the functioning of the third shift Managed Services team and assign clear responsibilities and authority to all assigned personnel. Set clear objectives and standards for each employee's performance and conduct in-depth performance reviews based on those standards.

• Work with other Shift Supervisors and management on Managed Services issues/troubles, process improvements, internal changes, etc.

• Review all shift QAs and follow up with staff as needed. This includes training/retraining to avoid QAs in the future.

• Works with the Managed Services Director to determine promotion requirements are met and recommends additional training to shift staff.

• Work with the HR Manager on staffing needs and scheduling of interviews.

• Review and approve all WIKI changes.

• Reviews new service turn-up procedures from Service Transition and trains/mentors new/existing Managed Services personnel.

• Make time for and ensure staff utilize training.

• Responsible for the Company's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of the Company's client and internal information assets in accordance with the Company's Information Security Management System.

Preferred Qualifications:

• Technical Versatility: Networking fundamentals (DNS, DHCP, VPN, basic firewall concepts), Active Directory/Azure AD user and group management, Office 365/Google Workspace administration, and basic scripting (PowerShell or bash) for repetitive fixes and account provisioning.

• Prior Environment Experience: MSP or multi-client support background, with experience context-switching between different environments, SLAs, and client-specific procedures. Call center or high-volume ticket queue experience.

• Remote/Tool Experience: Hands-on experience with RMM tools, remote desktop software, and PSA/ticketing platforms (e.g., ConnectWise, Autotask, ServiceNow, Zendesk).

• Soft Skills: De-escalation and patience with frustrated callers, clear written communication for ticket notes, and the ability to triage and prioritize under a queue with competing SLAs.

• Third Shift Fit: Self-sufficiency and independent judgment, given reduced staff on hand overnight, and a demonstrated willingness or history of overnight or rotating shift work.