<p>V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquarteerd in Bloomfiled Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company!</p> <p>Please visit us at www.v2soft.com to know more .</p> <p>Job Responsibilities:</p> <ul> <li>Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists. </li><li>Serve as a high-level resource for their team and the main escalation point for customer service-related issues. </li><li>Assists with the monitoring and tracking of inventory for the Information Technology cost center. </li><li>Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies, to enhance overall efficiency, user satisfaction, and service quality. </li><li>Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members. </li><li>Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit. </li><li>Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met. </li><li>Responsible for coordinating and scheduling audiovisual setups and video conferencing </li><li>Support </li><li>Travel to remote locations to provide support, as needed </li><li>Perform other duties as assigned </li></ul> <p>Required Skills:</p> <ul> <li>High school diploma or equivalent; additional certifications or relevant education is a plus. </li><li>IT Enterprise experience is preferred </li><li>Minimum two years' experience in customer service and quality assurance. </li><li>Minimum one year of supervisory experience managing staff and projects. </li><li>Previous experience using a ticketing system that manages support requests and </li><li>monitoring trends. </li><li>Ability to manage multiple priorities and work independently or as part of a team </li><li>Capacity to perform in high-pressure situations, with strong organizational and timemanagement skills </li><li>Strong technical troubleshooting skills with hardware and software issues. </li><li>Understanding of help desk processes and service management principles. </li><li>Supervisory skills, including the ability to motivate, develop and empower team members. </li><li>Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday. </li><li>Ability to lift up to 30 pounds </li></ul> <p>V2Soft is an Equal Opportunity Employer ( EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.</p> <p>https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.</p>