IT Support Specialist - Supervisor

Description

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The IT Support Specialist Supervisor position is an excellent opportunity for career-minded and goal-oriented individuals to provide exceptional managed IT services to our partners. The ITSS Supervisor’s primary responsibilities include managing a team of IT Support Specialists supporting Windows desktop, MAC OSX and Windows server operating systems through performance management metrics. The position will ensure that the corporation’s Windows/MAC environments are maintained according to industry best practices. Leadership tasks over their teammates include monitoring daily work activities, coaching, and, if needed, correction. 

Primary Responsibilities, Essential Functions and Requirements:

• Supervision and mentorship of employees at local and remote locations
• Partner with Support Services Leadership to develop and implement strategies and training initiatives to increase Support Specialist effectiveness
• Mentors employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service. 
• Provide periodic review of employees that includes coaching customer service, technical ability and additional skill building as determined during review (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on an annual basis) 
• Responsible for mid and year-end performance reviews and regular reporting to Leadership as needed. 
• Sustain project updates and status reports to leadership on regular basis
• Maintains strong understanding of partner’s environments, including but not limited to software applications, learning management systems, and account creation procedures. 
• Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems. 
• Maintain and enforce the asset refresh program to keep technology in an up-to-date fashion. 
• Maintain desktop application inventory and assist with software licensing maintenance 
• Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase
• Define and maintain security procedures and policies; enforce these policies with ITSS team members
• Monitoring, supporting, and troubleshooting systems issues 
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
• Manage and mentor student-work studies.
• Continue training for ITSS team members on process and procedures.

Requirements

• Relative industry certifications are considered a plus 
• Operations experience 
• Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties.
• Minimum of 2-years management, lead experience, or highly skilled technical background.
• Ability to work a flexible schedule that may include nights and weekends 
• Strong communication skills and proven track history of excellent customer service 
• General knowledge of the higher education industry preferred 
• Strong analytical and problem solving skills 
• Strong PC & MAC troubleshooting skills 
• Familiarity with multiple operating system platforms, specifically O365 environment and Windows
• Server operating environment troubleshooting skills 
• Ability to convey technical topics to a wide variety of callers with varying technical skill   levels. 
• Excellent written and verbal communication; Must be able to thoroughly document   implementations, modifications and removals

Education, Certifications and Licensures:

• Bachelor of Science, Computer Science, MIS degree or equivalent experience 

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.