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Print Solutions Team Leader

2 months ago

Merrillville, Indiana, United States Proven IT Full time

Job Type

Full-time

Overview

The Print Software Supervisor is responsible for overseeing the Support Engineering team, ensuring the effective implementation and management of print software solutions provided by Proven IT. This role involves collaborating with team members to uphold established standards and service level agreements (SLAs) that enhance response times, productivity, and overall client satisfaction. The supervisor plays a crucial role in managing new projects and client support inquiries, ensuring they are addressed thoroughly or redirected for potential sales opportunities when necessary.

Key Responsibilities

  • Guide the engineering team in best practices related to time management, technical analysis, documentation, and communication.
  • Lead and participate in meetings with client stakeholders.
  • Ensure that quality objectives and key performance indicators (KPIs) for support SLAs are consistently met.
  • Provide insights and feedback regarding team KPIs that influence bonus compensation structures.
  • Encourage an escalation process for identifying sales opportunities through support interactions.
  • Engage in the selection and hiring processes for engineering candidates.
  • Participate in evaluating new solutions that require support teams.
  • Advise team members and resolve issues as they arise.
  • Conduct performance evaluations and provide constructive feedback.
  • Champion product knowledge and training initiatives for Sales and Support teams.
  • Ensure that client agreements for support coverage are upheld by the appropriate teams.
  • Manage billing for clients outside of active agreements for support requests as necessary.
  • Perform additional duties as assigned.

Qualifications

  • Bachelor's Degree in Business, Information Systems, Computer Science, or a related field.
  • Over 6 years of experience in Support or Help Desk roles.
  • More than 6 years of experience in presenting and communicating with external clients and stakeholders.
  • Extensive technical experience across various product families, including PaperCut, uniFlow, MS SQL, Oracle, JavaScript, HTML, CSS, Full Stack Development, Web App Development, Visual Studio, API/SDK, and Linux environments.
  • Proven ability to establish and maintain professional relationships with team members, vendors, and clients.
  • Strong problem-solving, organizational, and interpersonal skills.
  • Demonstrated ability to communicate complex technical solutions to a technical audience and produce clear documentation for non-technical stakeholders.
  • Capacity to manage multiple tasks in a dynamic and fast-paced environment.
  • Certifications in BA, PMP, Agile, or Scrum are highly desirable.

Physical Requirements

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is required to use hands to handle or feel objects, tools, or controls; reach with hands and arms; and may need to stop, kneel, or crouch. The employee must be able to lift up to 25 pounds and is required to use computer and telephone equipment. Prolonged periods of sitting may be necessary.