Supervisor, IT Support

Cetera Financial Group - Dallas, TX

Full-time - Mid Level

Dallas, TX

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

We are at the forefront of transforming the future of technology in the financial industry, and we seek curious, practical individuals to help us pave the way. Our team is not intimidated by taking calculated risks, as they relish a good challenge and are eager to engage in problem-solving. As a member of our team, you will work alongside like-minded experts in a culture that is deeply rooted in innovation and progression. Join us to be part of a transformative journey that can shape the industry's future. We are currently seeking an IT Support Supervisor to add to our team in Irving, Texas.

Responsibilities

• Oversee the daily activities of the IT support team, ensuring efficient operation and high-quality support.
• Manage staffing levels to ensure adequate support coverage, including scheduling shifts and planning for peak times or unexpected demand.
• Ensure timely and effective resolution of technical issues by the support team.
• Develop and improve support procedures, ensuring that best practices are followed.
• Ensure the support team provides excellent customer service by setting and monitoring key performance indicators (KPIs), such as response times and resolution rates.
• Work closely with other IT teams, departments, and external vendors to ensure the smooth integration and functionality of systems.

Requirements

• Bachelor's degree in technology-based field of study, or equivalent experience.
• 2-5 years Supervisory experience leading a team that is dedicated to providing direct end user support via in person, remote, and phones.
• Intimate understanding of terms such as KPIs, SLAs, ticket deflection, and customer service scores.
• Analytical skills, ability to research and resolve complex issues.

Nice-to-haves

• Call center experience is a plus.
• Industry certifications such as ITIL Foundation, A+, and Network+, are a plus.