Job Description

JOB TITLE: IT Support Supervisor

JOB SUMMARY

Position provides technical expertise in a service desk and desktop support environment for a specified region within the framework of other regional supervisors. Provides general direction to team members and supervises the support of day-to-day operations of desktop and applications by providing support to local and remote customers. Performs a broad range of tasks, which may include research, architecture, planning, analysis, design, coding and testing installation, maintenance, support, training, selection, and implementation of information technology solutions. Responsible for project management, personnel selection and review, and project and departmental budgets.

ESSENTIAL DUTIES

• Supervises activities of technicians to resolve customer issues and escalate issues to appropriate qualified resources as needed.
• Responsible for applying technical and business knowledge to analyze, recommend, and implement policies, procedures, and standards in various technology and service areas.
• Helps evaluate and executes new technologies, methodologies and desktop support trends to ensure approach meets current and future needs.
• Takes initiative to understand customers and their environment. Confers with team, computer users, supervisors and managers to determine requirements for new or modified software and hardware.
• Documents user and procedural processes and provides written solutions to recurring problems, including training of others.
• Responsible for operating department within annual budgetary guidelines including project planning and tracking.
• Management of all aspects of customer calls, including non-routine or escalated issues, from initiation to resolution including, where applicable, call backs, documentation, investigation, communication, etc.
• Member of the ITS Management team and shares responsibility with team members for 24-hour on-call resolution.
• Provide support to internal QA groups including testing, documentation and reporting.
• Provide change recommendations as it relates to product design, manufacturing, quality, or any other aspect of the product or service.
• Contributes to the planning and deployment of desktop-related projects serving as a liaison with other support departments.
• Execute the IT Service Management (ITSM) program and drive compliance of processes .
• Execute and promote standardized procedures and systems, and adherence to policies and standards.

OTHER DUTIES AND RESPONSIBILITIES

Ability and willingness to work various shifts, holidays, be on call, and travel as necessary.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered. Preferred degree in the area of, Computer Science, Information System Management, Engineering or Business.

Experience

• Minimum of 5 years experience in Information Technology.
• Minimum of 3 years in a supervisory capacity for Service Desk and/or Desktop Support, combined experience preferred.
• Proven experience in improvement process implementation required. (ITIL, Six Sigma or TQM certification a strong plus.)
• Experience and aptitude with computer systems and customer support.

Skills

• Requires in-depth ability to lead, educate, mentor and train others.
• Skilled in conflict resolution and team motivation.
• Demonstrated knowledge of budget preparation, personnel evaluation, system usage/performance, and vendor negotiation functions related to IT management.
• Demonstrated effective oral and written communication skills with the ability to communicate technical information to non-technical personnel. Ability to maintain confidentiality.
• Demonstrated knowledge and understanding of business and technical issues relating to management.
• Demonstrated ability in building and leading effective teams.
• Ability to use good judgment, initiative, and be accountable in making decisions in accordance with established guidelines.
• Ability to manage conflicting priorities and customer expectations.
• Proven dedication to quality client service and proactive responsiveness to client needs.
• Requires demonstrated knowledge of enterprise-wide solutions including WAN/LAN, VoIP telephony, client computing, servers, and business applications.
• Ability to work with VPN connections, remote control tools and support field-based users is required.
• Requires in-depth hardware and software diagnostic/troubleshooting skills in a diversified PC environment.
• Knowledge of portable technologies such as laptops, desktops, tablets, and Smartphones.
• Advanced knowledge of desktop systems, including methods and procedures relative to analysis, design, engineering, installation, configuration, deployment, operations, and management.
• Requires sound working knowledge in Intel based personal computing environment with Windows operating systems.
• Experience with Microsoft Office Suite, Microsoft Project, Adobe tools and desktop utilities required.
• Experience with enterprise class desktop software, such as antivirus, remote management and troubleshooting, asset management and inventory and printing.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include reading, speaking, hearing, close vision, traverse, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Job Tags

Similar Jobs