IT Supervisor - (Unified Communications & Contact Center Technologies)

Date: Dec 24, 2018

Location: Erie, PA, US, 16530

Job requisition: 12571
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Division or Field Office:

Information Technology Division

Department of Position: Infrastructure Admn & Ops Dept 

Work from:



At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

Closely supervises the work of individual contributors. Accountable for overall performance of a team that is part of a main function, including responsibility a mature IT applications.


  • This supervisor role will be responsible for leadership, management, and direction setting as it relates to the Enterprise platforms that make up the Communication and Collaboration services such as Phone Systems, Telepresence, Instant Messaging, and Contact Center technology solutions.
  • This role will oversee the team responsible for implementation, support and upgrades to all aspects of the product suites. 
  • Supervisor will partner closely with various areas of Business Operations to ensure service requirements are fulfilled.


  • Experience with Unified Communications and Contact Center technologies or operations preferred.
  • ITIL Knowledge preferred.

Duties and Responsibilities

  • Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
  • Coordinates the daily activities of business or technical support or production team. Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors.
  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
  • Manages relationships with multiple audiences including business and IT partners up to the manager-level. Could manage vendor relationships.
  • Ensures teams' output meets quality and service level standards set by division and corporate leadership.
  • Keeps abreast of emerging trends, disciplines and technologies. Provides input into the functional strategy.
  • Manages to a budget. Provides minimal input into overall divisional budget. Continually monitors expenses throughout the year and revises expectations as needed.
  • Competencies

    Ability To Learn And Follow Procedures

    Ability to Manage Complexity

    Business Acumen

    Decision Making

    Developing And Maintaining Relationships

    Information Management Skills

    Interpersonal Communication

    Job-Specific Knowledge

    Leadership Skills

    Planning And Organizing

    Problem Analysis

    Service Orientation

    Stress Tolerance

    Time Management


    Bachelor's degree in a related field, or four year related experience required. Advanced degree preferred. Prior supervisory or leadership experience required. In-depth knowledge of related IT disciplines required. Five years experience in related IT function or five years business experience and successful completion of ERIE's IT Leader Program required. Proficiency with word processing, spreadsheet and database software required. Completion of relevant designations or training preferred.

    Physical Requirements

    Lifting 0-20 lbs; Occasional (<20%)

    Lifting 20-50 lbs; Occasional (<20%)

    Lifting Over 50 lbs; Occasional (<20%)

    Driving; Rarely

    Pushing/Pulling; Occasional (<20%)

    Manual Keying/Data Entry; Occasional (<20%)

    Climbing; Rarely

    Nearest Major Market: Erie

    Job Segment: Database, Technical Support, Technology

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