Scheduling Supervisor

The Scheduling Supervisor for the Grypho5 Managed Services Engineering Team is principally responsible for coordinating, distributing, and monitoring service delivery for technical support and project service tickets. This position reports to the Director of Managed Services and is 100% remote.  

An ideal candidate will be able to:

• Manage and maintain SLA adherence for multiple service boards and engineers while maintaining maximum quality of service
• Triage and prioritize inbound activity and distribute service tickets, to the best available resource, able to meet or exceed contracted SLAs
• Identify service tickets which are either in jeopardy of breaching SLAs or which are not making appropriate progress within the desired service ticket lifecycle
• Additional duties will include monitoring and reporting performance utilization, workflow distribution, and SLA adherence metrics to management.  

Responsibilities

• Ensuring appropriate workload distribution by monitoring all assigned service boards for service tickets to be assigned
• Responding to clients telephone calls and tickets
• Communicating with clients regarding their requests and requirements
• Monitoring, triaging, and updating service tickets for “Priority” and “Criticality” to ensure SLA adherence
• Escalating potential SLA breaches
• Distributing complex technical requests to appropriate skilled resources denoted by the SLA
• Coordinating and distributing work assignments to all Managed Services resources
• Monitoring all assigned engineers for workload saturation
• Escalating service tickets as needed to ensure timely resolution of service tickets
• Reviewing finished service tickets for completeness
• Coordinating on- and offboarding service tickets and projects
• Maintaining detailed documentation on standard operating procedures used for the SLA Coordinator role
• Creating and delivering reports as needed
• Additional duties may be assigned as needed

Preferred Skills

• Scheduling in a fast paced and busy environment
• Able to maintain wholistic oversight of highly dynamic service boards
• Able to understand and respond to complex technical requests
• Effective communication in any form or medium
• Able to prioritize and balance competing items to maximize utilization and efficacy of resources
• ConnectWise dispatch and service modules
• Knowledge of managed services industry and best practices
• Microsoft Office suite and tools
• Experience with service level agreements

Qualifications

• 1-2 years of support desk experience
• 1-2 years of dispatch or logistics experience in a fast-paced service environment
• Server, network, storage, and/or security support experience