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Operations Supervisor; Service Team - Vector Security Networks - 3 openings at Vector Security, Inc.

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Gainesville, Virginia

Job Description:

Vector Security Networks - Supervisor Openings
Main Responsibilities:
Financial and Administration Management

  • Coordinate Operations Team - preparation of daily - weekly operating plans for ticket processing and dispatch

  • Set boundaries and preferences for technician assignment

  • Maintain coordinator compliance of metrics and goals for ticket processing and dispatch

  • Approve travel costs for service work 

  • Maintain remote resolution percentages within region to goals set

  • Conduct/maintain updates of ticket meta-data; ensure service level metrics and reporting are accurate

  • Maintain timeliness of each step of the ticket creation and dispatch process; include triage, troubleshooting, remote resolution, customer updates, ticket writing, assignment, ETA retrieval, on-site service and service resolution

  • Resolve customer escalations

  • Respond promptly to customer inquiries

  • Handle - resolve customer complaints

  • Direct operations team on methods - requirements providing customer updates - feedback

  • Monitor staffing needs - development

  • Manage time off and tracking of team hours worked

  • Prepare-assist Manager with performance management

  • Partner on interview - selection process

  • Input on counseling - guidance of employees

  • Ensure compliance with technical service partners in setting metrics

  • Partner with Manager on changes to department's operational guidelines - standards

  • Work with Service Team Trainer in development - implementation of training programs

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


  • 2 year(s): Customer Service Experience
  • People leader experience a plus


  • Associates or better in Business Administration or related field



  • Technical / professional knowledge

  • Team focus

  • Time management

  • Problem Solving

  • Maintains high level of professionalism

  • Customer service skills

  • Confidentiality

  • Conflict Resolution

  • Attention to detail

  • Communication

  • Ability to multi-task


  • Development of subordinates

  • Mentoring


  • Team Player: Works well as a member of a group


  • Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

See job description