Client Services Supervisor

Client Services Supervisor | OmniCable

Location:  Can be in Houston, TX or West Chester, PA

We are hiring a Client Services Supervisor for our corporate headquarters in West Chester, PA, or our corporate office in Houston, TX.

The Client Services Supervisor serves as an escalation point for help desk and service desk support for workstations, peripherals, and applications. This role is critical to building Client Services into a best-in-class function that operates seamlessly across IT Operations and IT Applications by bridging day-to-day technical support, business application needs, and consistent service delivery for OmniCable users. The position also sets the service standard at Omni — raising customer satisfaction, elevating local support at every site, and harmonizing service across the support landscape to a consistently best-in-class level. Key activities include managing SLAs, client services processes, standards, project engagements, purchasing optimization, and establishing a culture of best-in-class customer service and IT service management excellence.

This position works from the service management queue to ensure tickets are closed in accordance with defined procedures. The Client Services Supervisor manages documentation for failing customer hardware, coordinates repairs or retirement, and issues required hardware and components, including hard drives and RAM. The position also maintains user account information, including rights, security, and system groups.

Client Services Supervisor Job Major Accountabilities:

·         Owns the maturity of the Client Services function: defines and continuously raises service standards, measures performance against best-in-class benchmarks for first-contact resolution, SLA attainment, and customer satisfaction, and drives the process, tooling, and training changes required to close gaps.

·         Serves as a key liaison between IT Operations and IT Applications to ensure support issues, application needs, service processes, and user-impacting priorities are coordinated, communicated, and resolved effectively.

• Evaluates, acts on, and communicates advanced technical support needs for PCs, mobile devices, hardware, servers, and applications, as required.
• Performs root cause analysis and develops methodology for typical client technology problems by identifying problems, researching, isolating issues, and taking necessary actions to resolve problems.
• Handles escalated issues that lower tiers of help desk or service desk support are unable to resolve.
• Assists in maintaining and tracking documented configuration standards for company hardware, operating systems, and application software to support clear communication with IT resources, internal and external customers, consultants, and support partners.
• Monitors and initiates orders; ships and receives equipment; tracks warranties; schedules maintenance; and performs other service-related activities while ensuring documentation remains current.
• Provides professional and appropriate verbal and written updates to users to ensure issues are completed in a timely manner.
• Effective in articulating ideas clearly and facilitating open communication channels within the IT team and with business stakeholders.
• Expert in incident management, problem management, change management, and service requests.
• High aptitude for learning and navigating new software, even without prior experience in the specific application.
• Ability to investigate unfamiliar issues rather than relying solely on established scripts or procedures.[SR1] 
• Tracks help requests and performs post-resolution follow-up to ensure successful closure.
• Prioritizes assignments effectively in less-structured situations. 

·         Effectively handles multiple projects or tasks at the same time and completes them within a set time frame.

·         Understands personal strengths and development needs; initiates self-development actions; seeks and shares job-relevant learning, developmental experiences and feedback to enhance performance; encourages others to take personal responsibility for continual learning and skill growth; shares knowledge with team.

• Fosters cross-functional and cross-business teamwork; builds and promotes morale; works effectively on teams to meet customer needs; honors team commitments; and demonstrates a strong commitment to completing work at every level necessary for project success.

·         Builds strong working relationships with other IT Personnel to ensure seamless service, and builds strong working relationships with internal service groups to provide the highest quality service to end users.

·         Works closely with the business units, provides detailed insight into projects and is familiar with the various sites and their needs.

·         Handles the more complex projects for the team.

·         Coaches less experienced help desk/service desk staff and helps them resolve user problems.

• Regularly communicates with the supervisor regarding work progress, concerns, and questions.
• Adheres to all company policies and procedures.

Our Opportunity:

OmniCable, LLC (OmniCable) is one of the largest redistributors of wire, cable, fiber, electrical and communications products. The company empowers distributors to be successful by providing a true partnership approach with a focus on product and order accuracy, supply chain management, and unique value-added services. With approximately $400 million dollars in inventory and 18 North American distribution locations, OmniCable is backed by more than 45 years of experience and operational excellence. For more information about OmniCable, please visit www.omnicable.com.

OmniCable is a subsidiary of Dot Family Holdings.  Our employees are all working towards the same goal, which is our Mission Statement: To empower shared success by being the best vendor to our customers, the best customer to our vendors, and the best employer to our employees through innovation and collaboration. 

We believe in empowering your future! 
 

Client Services Supervisor Job Preferred Requirements:

·         Bachelor’s degree in Information Technology, Information Systems or other related scientific or technical discipline preferred, or equivalent related work experience.

• Preferred certifications include A+, Network+, ITIL, Server+, Security+, Microsoft/Azure, and HDI. ITIL Foundations and HDI Manager certifications are strongly preferred, or the ability to attain them within 90–180 days of hire.

·         Demonstrated knowledge of ITIL or other ITSM framework.

·         Demonstrated track record of measurably elevating a support function — for example improving customer satisfaction, first-contact resolution, or SLA attainment against defined benchmarks.

·         5+ years of experience in a help desk, service desk or desktop support environment; experience in installation and configuration of Windows networking; 4+ years of experience in lieu of Bachelor’s degree.

·         2-5+ years of experience at a lead or supervisory level of IT support personnel, providing coaching/mentoring, creating documentation, improving customer experience.

• Good understanding of IT support resources, including tiered support, executive support, ticketing systems, escalations, onboarding and offboarding, and asset tracking.
• Experience working across IT Operations and IT Applications teams to coordinate support processes, application-related escalations, service delivery priorities, and user-impacting technology initiatives.
•  Strong attention to detail and quality.
• Very strong communication skills, including the ability to persuade effectively and manage expectations.
• Ability to establish credibility and build strong partnerships across the company.
• Strong time management skills and the ability to work under tight deadlines.

·         Experience supporting Office 365/Microsoft 365, Active Directory, Intel-based desktop/laptop hardware, Windows 11, mobile devices, VPN, LAN/WLAN connectivity, etc.

• Demonstrates strong logical thinking and problem-solving skills, with the ability to understand the big picture while addressing immediate user-impacting Matches available resources with business demand and identifies resource requirements to meet future business needs.
• Ability to effectively multitask in a high-activity, high-performance environment.
• Produces clear, concise, and professional business correspondence.
• Experience working in a team-oriented, collaborative environment with a strong customer focus; ability to work independently and remain calm during high-stress or challenging situations.
• Self-motivated, with the ability to set realistic, aggressive goals and timelines and a commitment to customer satisfaction.
• Availability for on-call support.
• Fluent in English, oral and written.
• Travel required to corporate offices and distribution centers.
• This is a hybrid role requiring at least three days in the office each week.

Besides earning a competitive wage, OmniCable offers these other great benefits:  

• Competitive Medical / Dental / Vision / Prescription Plans
• No-cost Life / STD / LTD / AD&D
• Health Savings & Dependent Care Accounts
• 401k Retirement Savings Plan with competitive employer match
• Tuition Reimbursement
• Scholarship Fund
• Flexible Workplace