Technical Support/Help Desk Supervisor

Criticom Monitoring Services, an alarm monitoring division of Protection One, is seeking a Technical Support Supervisor. SUMMARY: The primary function of this position is to oversee the operation of Help Desk and the performance of its representatives. The position will also be responsible for coordinating the operation of Help Desk with other departments. ESSENTIAL DUTIES AND RESPONSIBILITIES • Observe and evaluate telephone conversations for quality and efficiency. • Provide feedback to the Help Desk representatives. Conduct team meetings and one-on-one coaching to improve overall staff performance. Set expectations for improvement, disseminate information, offer formal and informal training on departmental procedures, company policies, process and procedure changes, etc. • Develop additional training areas. • Identify areas to improve and implement change. • Assist the department in meeting its goals and objectives. • Coordinate work with other departments. • Track and manage staff productivity. This includes checking work quality, compiling reports and providing feedback on problems and results. • Order log-ins through remedy. • Update department records, call lists, code lists, etc. • Other duties may be assigned as necessary. SUPERVISORY RESPONSIBILITIES • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. • Directly supervises Help Desk representatives in Technical Support. Responsibilities include: interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. MINIMUM QUALIFICATIONS • High School Diploma or GED required. NO EXCEPTIONS. • 5 years of customer service experience, including at least 2 year of supervisory/management experience preferred. • Alarm industry experience in an inbound call center preferred. SALARY: $41K - $50KSHIFT: 3:00 pm - 11:30 pmCriticom Monitoring Services is a premier employer that offers a competitive compensation and an excellent benefits package (medical, dental, 401K, paid time off, and career advancement opportunities). APPLYING INSTRUCTIONS: Qualified candidates, please apply at www.ProtectionOne.com/Careers , job title: Technical Support Supervisor AC & T (location: Cypress). Please complete the application in its entirety and include the following pertinent information: • Employment History (At least 1/2005-present & account for any employment gaps during that period) • Highest education completed (high school diploma or GED required) • Referral Type & Source • Salary requirements • Complete the HR Questionnaire COMPLETING THE ONLINE APPLICATION IN ITS ENTIRETY ON THE COMPANY WEBSITE IS REQUIRED FOR EMPLOYMENT CONSIDERATION.  DO NOT SUBMIT A RESUME VIA THE "APPLY NOW" METHOD ON THIS AD. GO DIRECTLY TO www.ProtectionOne.com/Careers Criticom Monitoring Services/Protection One is an Equal Employment Opportunity employer committed to a diverse workforce. www.CMSN.com www.ProtectionOne.com