IT Customer Service Supervisor

Oneida Innovations Group is a tribally owned enterprise of the Oneida Indian Nation, an innovative and experienced Indian Nation owning and operating several multifaceted business enterprises, each focused on delivering exceptional customer experiences and service.

Many IT services companies approach cyber solutions from a technological standpoint. Our coming of age in the casino gaming and hospitality industry - complex security and regulated environments - supporting New York's most awarded resort and casino means our approach is not only sophisticated but also highly customer-centric.

We don't just take care of problems. We seek out ways to anticipate and prevent them. We don't just improve connectivity. We constantly strive to make connecting safer and in doing so, more accessible. And we do so as IT professionals, as trusted allies and as partners in your success.

Come join our team as we are currently seeking an IT Customer Service Manager to join our group!

Duties & Responsibilities:

1. Supervises the Swing Shift operations of the IT Customer Services Department.
   • Identifies, researches, and resolves complex technical problems.
   • Is responsible for the escalation of those situations which are best handled by the Manager of Customer Services.
2. Manages escalation procedures and ensures service levels are maintained during the Swing Shift.
3. Documents, tracks, and monitors problems to ensure resolution in a timely manner.
4. Actively support two government Help Desk contracts.
5. Ensures all Service Levels Agreements are met.
6. Follows all Standard Operation Agreements for incident creation and incident escalation.
7. Works closely with the Manager of Customer Service to understand projects and related tasks.
8. Conducts effective turnover actions with the Customer Services Team Members.
9. Establishes and maintains proper record keeping and documentation on all equipment.
   1. Promotes, develops and commits to maintaining a strong working relationship with the Oneida Innovations Group to ensure responsive 7-by-24 support of IT systems and devices.
10. Maintain a high level of employee morale within the team.
11. Adheres to the Service Level Agreements for incident response and resolution times
    1. Facilitate feedback to Oneida Innovations Group team members on issues such as customer service, communication, and technical skill in order to enhance the quality of support delivered.
    2. Works closely with the Swing Shift Customer Services Team to determine policies and best practices that will enhance productivity, customer satisfaction, and inter/intra departmental relationships.
12. Resolve daily issues of a complex scope that impact the team and overall business objectives.
    • Effectively manage the Customer Services Swing Shift resources for optimal performance. This will consist of resource management for
    • Incoming customer inquiries
    • Assist with project implementation
    • Support events
    • Administrative work

Minimum Qualifications:

1. A degree in Computer Science or other related technical field and/or minimum equivalent experience of six or more years working in an IT environment.
2. Significant relevant experience as a technician in the field Computer Science
3. Excellent organizational skills and experience handling multiple priorities.
4. Proven experience communicating and working with all team members including Department Management Level positions.
5. Flexibility and willingness to work any shift - position is a 24X7 coverage support position.
6. Willingness to be issued a company cell phone and be available 24X7 to respond to phone calls and text message
7. Proven leadership skills and ability to provide guidance to lower level co-workers.
8. Experienced and proven ability to manage resources and tasks to deliver projects on-time; and understands the importance of keeping on schedule to not adversely impact business operations.
9. Demonstrated experience working in gaming and/or hospitality environment.

Desired Qualifications:

1. Available to work Wednesday - Sunday 9:00AM - 6:00PM
2. Obtain or hold an active Secret Security Clearance
3. Prior Help Desk or Desktop Support experience

Oneida Innovations Group is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.