Remote Support Service Supervisor

3 Months ago • 4 Years + • Operations

Job Summary

Job Description

The Remote Support Service Supervisor is responsible for monitoring service incidents, ensuring Service Level Agreements (SLAs) are met. This includes managing incident priority systems, monitoring BPM graphs and critical system alerts, and reviewing incident queues. The role involves providing daily support to agents, identifying service challenges, and contributing to process creation and maintenance. Project management for initiatives impacting the remote support team is also a key responsibility, requiring collaboration with other stakeholders. Other duties include workload monitoring, backlog management, providing guidance to agents, and creating reports for the Remote Support Manager. The position requires strong leadership, communication, and problem-solving skills, and experience managing SLAs and incident resolution.
Must have:
  • 4+ years in technical support (remote preferred)
  • SLA management & incident resolution experience
  • Project management & cross-functional team coordination
  • Strong leadership & communication skills
  • Data analysis & problem-solving abilities
Perks:
  • 25 days annual leave
  • Birthday leave
  • Company pension plan
  • Life assurance
  • Employee stock purchase plans
  • Enhanced family leave
  • Salary sacrifice scheme
  • Employee assistance program
  • Annual leave buy and sell
  • Employee discounts

Job Details

Location:                    Burton on Trent (close of city centre)

Contract:                    Permanent

Salary:                        £34,000 progressing to £37,000 following successful completion of the company probation period

Hours:                         40 hours per week, Monday to Friday – 8am until 4pm

Role Overview:

We have a new and exciting opportunity, working within our friendly Remote Support team in our modern office space close to Burton city centre, for a Remote Support Service Supervisor.

The Remote Support Service Supervisor is responsible for ongoing monitoring of all service incidents across the remote support function, ensuring service-level agreements (SLAs) are being met at every level. This includes being responsible for maintenance of incident priority systems, monitoring and response of Interactive BPM (bets per minute) graphs as well as other critical systems alerts.

Additionally, the Remote Support Service Supervisor will regularly review all incident holding queues to ensure active progression and updates are maintained, provide daily support to agents in achieving SLA targets and work with other Supervisors to identify and adapt to service challenges as well as contribute to the creation and maintenance of all remote support process and procedures.

The Remote Support Service Supervisor will also act as a point of project management for any initiatives impacting the remote support team, working with other stakeholders to see projects through to resolution.

Key Responsibilities:

  • Monitor Service Incidents:
    Oversee the day-to-day handling and resolution of service incidents within the remote support function. Ensure all incidents are logged, prioritised, and tracked in accordance with the established service levels. Proactively monitor incident resolution progress and escalate as needed to ensure timely resolution.
  • Ensure SLA Compliance:
    Monitor and track service-level agreements (SLAs) to ensure that all incidents, requests, and tasks are being addressed within the agreed-upon timeframes. Work with the team to identify any areas where SLAs may be at risk and implement corrective actions.
  • Call Priority System Oversight:
    Ensure the call priority system is functioning effectively to support the timely delivery of SLA targets. Regularly review the priority system and provide feedback or adjustments to ensure incidents are being prioritized correctly.
  • Monitor BPM and Critical Systems:
    Ensuring constant and efficient monitoring of BPM views and other critical systems that support remote support operations. Ensure that workflows are functioning smoothly and assist with resolving any issues that may disrupt the service delivery process.
  • Workload Monitoring and Progression:
    Regularly review workload across the remote support team to ensure that all tasks and service incidents are progressing in a timely manner. Address any bottlenecks or inefficiencies and ensure that work is being allocated appropriately.
  • Backlog Management:
    Actively manage the backlog of work to ensure that no issues are stagnating or being overlooked. Monitor the resolution of older incidents and tasks to avoid delays and ensure continuous progress towards resolution.
  • Day-to-Day Support for Agents:
    Provide ongoing guidance, support, and leadership to agents within the remote support team. Address any challenges or questions they may have in order to ensure that all operational targets, including SLAs, are being met.
  • Project Management Leadership:
    Take the lead on project management activities within remote support, coordinating efforts with other departments to ensure resource alignment, timelines, and goals are delivered successfully.
  • Cross-Department Collaboration:
    Work closely with other departments to ensure that resources are allocated effectively, and that the remote support team has the necessary tools, information, and support to meet operational goals. Ensure that dependencies between departments are managed efficiently.
  • Reporting and Documentation:
    Provide regular updates and reports to the Remote Support Manager regarding incident management, SLA compliance, backlog status, and progress on key projects. Document any process improvements, operational challenges, and resolutions for future reference.
  • Continuous Improvement:
    Identify and recommend improvements to existing processes, workflows, and tools to optimise the efficiency and effectiveness of the remote support function. Lead initiatives to address any operational inefficiencies and improve service delivery.
  • Supervision:

Act as a point of supervision and escalation for the combined Remote Support team. Proactively seeking to provide employee support at all levels and reacting               to escalations from the team, customers, other internal departments and management.

Skills and Experience:

  • 4+ years of experience in a technical support role, ideally in a remote support environment.
  • Proven track record of managing SLAs, service incident resolution, and multiple work stream management.
  • Previous experience in project management, particularly in coordinating cross-functional teams, is highly preferred.
  • Strong understanding of IT support processes, incident management, and tools used to track and resolve issues
  • Strong leadership skills with the ability to support and motivate agents, ensuring that team targets are met.
  • Excellent communication skills, both written and verbal, with the ability to convey information clearly to both technical and non-technical audiences.
  • Ability to analyse performance metrics, identify trends, and make data-driven decisions to improve operational efficiency.
  • Strong troubleshooting and problem-solving skills, with the ability to resolve issues quickly and effectively.
  • Proven experience in managing projects, ensuring that resources are aligned, deadlines are met, and project goals are achieved.

Benefits

In return we provide the following:

  • 25 days of Annual Leave
  • Birthday Leave (An extra day off for your birthday)
  • Company pension plan that exceeds auto-enrolment requirements
  • Life Assurance
  • Shares – opportunities to purchase discounted or enhanced Employee Stock Purchase Plans.
  • Enhanced Family Leave such as maternity, dependency, carers leave etc.
  • Salary Sacrifice scheme which includes cycle-to-work, our technology scheme, pension contributions, and more!
  • Employee Assistance programme
  • Annual Leave Buy and Sell – You are entitled to buy and sell up to five days of holiday each year.
  • Employee discounts – You’ll get access to the Benefits Website, which offers a range of discounts including entry to attractions, theme parks, shopping, gifts and holidays discounts, Corporate Perks which offers further discounts: on travel, holidays, electronics, utilities and fashion and discounts on the Warner Leisure Group of hotels.

For more information about Inspired: https://www.inseinc.com/

YouTube:  https://www.youtube.com/user/Inspiredvirtual/

LinkedIn:   https://www.linkedin.com/company/inspired-entertainment-inc

Gender Pay Gap info: https://careers.inseinc.com/genderpaygap/

3452

Similar Jobs

Take-Two Interactive - Senior Manager, HR Technology

Take-Two Interactive

San Francisco, California, United States (Hybrid)
3 Months ago
Blinkhealth - Call Center Representative - ON SITE (Pittsburgh)

Blinkhealth

Pittsburgh, Pennsylvania, United States (On-Site)
3 Months ago
Rockstar Games - Project Manager - Creative Services

Rockstar Games

New York, New York, United States (On-Site)
2 Months ago
The Walt Disney Company - Data, Marketing Technology & Web Intern

The Walt Disney Company

Singapore, Singapore (On-Site)
2 Months ago
Framestore - LAUNCHPAD INSIGHTS | UNPAID WORK EXPERIENCE

Framestore

London, England, United Kingdom (On-Site)
10 Months ago
ByteDance - Credit Loan Collection Expert - Global Payment

ByteDance

Bangkok, Bangkok, Thailand (On-Site)
3 Months ago
Unity - Sr. Growth Partnerships Manager

Unity

United States (Remote)
6 Months ago
Epic Games - Live Operations Analyst

Epic Games

(On-Site)
3 Months ago
GoTo Group - Area Operations Associate (Depok)

GoTo Group

West Java, Indonesia (On-Site)
6 Months ago
Riot Games - Manager, Service Reliability Analyst - Live Operations

Riot Games

Los Angeles, California, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

WebFX - Remote Copywriter: Finance/Investment/Money/Business

WebFX

South Africa (Remote)
6 Months ago
Take-Two Interactive - International Benefits Communications Intern

Take-Two Interactive

London, England, United Kingdom (On-Site)
2 Months ago
Neostella - Fullstack Javascript Developer

Neostella

Medellín, Antioquia, Colombia (On-Site)
5 Months ago
Trackman - Indoor Operations Coordinator - Japan

Trackman

Tokyo, Tokyo, Japan (On-Site)
4 Months ago
Nagarro - Senior Android Developer

Nagarro

Cebu City, Central Visayas, Philippines (On-Site)
6 Months ago
PTW - Italian Translator

PTW

United Kingdom (Remote)
2 Months ago
Zuru - Marketing Administrator

Zuru

Auckland, Auckland, New Zealand (On-Site)
1 Month ago
USE Insider - Customer Success Operations Specialist

USE Insider

İstanbul, İstanbul, Türkiye (On-Site)
6 Months ago
Sonar Source - Sales Support Specialist

Sonar Source

Austin, Texas, United States (On-Site)
6 Months ago
Bally's Interactive - Fraud & Risk Team Leader

Bally's Interactive

Gibraltar, England, United Kingdom (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Burton upon Trent, England, United Kingdom

One of Us - VFX Technical Supervisor

One of Us

London, England, United Kingdom (Hybrid)
3 Months ago
PlayStation Global - Senior Solution Architect

PlayStation Global

London, England, United Kingdom (Hybrid)
2 Months ago
PTW - Strategic Partnership Manager

PTW

London, England, United Kingdom (Hybrid)
5 Months ago
Playground Games - Audio Programmer - Contract

Playground Games

Royal Leamington Spa, England, United Kingdom (Hybrid)
2 Months ago
Hutch - UI Artist

Hutch

England, United Kingdom (Hybrid)
3 Months ago
Crunchyroll - Theatrical Film Marketing Manager - EMEA

Crunchyroll

London, England, United Kingdom (Hybrid)
2 Months ago
Tesla - Customer Experience Specialist, Vehicle Handover

Tesla

England, United Kingdom (On-Site)
2 Months ago
Universally Speaking - American English (USA) Games Tester

Universally Speaking

Wales, United Kingdom (Hybrid)
1 Month ago
Canva - Senior Computer Vision Engineer - Photo AI

Canva

London, England, United Kingdom (Remote)
2 Months ago
SKYDANCE - Lead Software Engineer, RenderMan

SKYDANCE

London, England, United Kingdom (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Scientific Games  - General Manager, iLottery

Scientific Games

Pennsylvania, United States (Remote)
3 Months ago
SuperPlay - Technical Operations Manager

SuperPlay

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
3 Months ago
Token Metrics - Crypto Operations Manager

Token Metrics

Manila, Metro Manila, Philippines (Remote)
6 Months ago
PwC - RPA Senior Associate

PwC

Athens, Greece (Hybrid)
6 Months ago
Wargaming - Tactical Sourcing Supervisor

Wargaming

Vilnius, Vilnius County, Lithuania (Hybrid)
1 Month ago
Krafton  - IT Service Architect

Krafton

Seoul, South Korea (On-Site)
1 Month ago
Tesla - Customer Experience Specialist, Home Delivery

Tesla

London, England, United Kingdom (On-Site)
2 Months ago
HoYoverse - Customer Service - Payment Resolution

HoYoverse

Singapore (On-Site)
3 Months ago
Lulalend - Lulapay Operations Graduate

Lulalend

Cape Town, Western Cape, South Africa (On-Site)
2 Months ago
Rank group - Team Leader

Rank group

Wednesbury, England, United Kingdom (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Ayr, Scotland, United Kingdom (On-Site)

Baldock, England, United Kingdom (On-Site)

Burton Upon Trent, England, United Kingdom (On-Site)

Skipsea, England, United Kingdom (On-Site)

Camber, England, United Kingdom (On-Site)

Filey, England, United Kingdom (On-Site)

Ayr, Scotland, United Kingdom (On-Site)

Bristol, England, United Kingdom (On-Site)

Exeter, England, United Kingdom (On-Site)

Filey, England, United Kingdom (On-Site)

View All Jobs

Get notified when new jobs are added by Inspired Entertainment

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug