IT Support Supervisor

Position Summary (position purpose):

The IT Support Supervisor is responsible for managing the IT Service Desk team on a day-to-day basis. Primary duties include evaluating skills and performance, ensure end user service is timely and accurate daily, while identifying areas of improvement, evaluate productivity according to department KPIs and provide feedback to the appropriate internal teams like security, to improve cross problems solutions. The position is full-time and in-person.

Job Function (day-to-day responsibilities):

• Manage the day-to-day operations of IT Service Desk so that user problems are identified, prioritized, researched, and resolved. Follow up to trouble tickets and requests quickly and competently.
• Oversee and manage the Service Desk repair and troubleshooting ticket system.
• Plan, prioritize, and schedule service desk activities to ensure continuity of service.
• Ensure that service desk staff know SolarWinds, and that Service Desk activities and performances can be monitored and KPIs are met.
• Provide KPIs and analytics on the Service Desk’s efficacy relating to ticket and contact metrics regarding telephone call and email response and service ticket resolution.
• Develop Standard Operating Procedures (SOP), problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine. Respond to more complex, escalated enquiries from team members.
• Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• Train new Service Center staff on standard operating procedures and ensure compliance with them.
• Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service desk service can be improved.
• Provide instructions and training to software users.
• Documents research and development activities and writes technical reports.
• Coordinates and provides technical guidance to Service Desk.
• Analyze network system, identify areas for improvement and implement improvements based on current industry standards.
• Planning and scheduling problem resolution.
• Disaster recovery planning by maintaining current system back-up.
• To provide technical support to the daughter companies.

Other Job Duties:

• To work in accordance with all company procedures.
• To identify potential problems and notify Engineering Manager as necessary.
• To provide rights to users based on management requests.

The duties, responsibilities and expectations described above are not a comprehensive list and additional tasks may be assigned to the member, within the scope of the position.

Qualifications:

• Bachelor's Degree in Computer Science or related field of study.
• 5 years’ relevant experience. Must include experience providing technical support and troubleshooting techniques for resolving complex problems with networked hardware and software applications.
• 3 years’ experience in providing technical training and supervising staff.
• 3 years’ knowledge of advanced helpdesk management systems (e.g. ServiceNow, SolarWinds), including workload analysis and prioritization, and experience in managing helpdesk telephone and email queues.
• ITIL experience preferred.
• Windows administration and/or Linux administration experience preferred.
• Patch management tool configuration and deployment experience; scripting experience preferred.
• Experience in shift management for complete business hour coverage.
• Proficiency with the use of a broad range of information technologies, networked systems, internet services, telephone services, Windows and Mac-based OS PC, MS365, PC desktop applications (MS Word, Excel, Access, PowerPoint), patch management tools (PDQ/WSUS/Intune or any comparable tool)
• Excellent analytical, interpersonal, verbal, and written communication skills.
• Ability to provide technical training to non-technical users.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Requirements/Skills:

• Comply, understand, and support corporate safety initiatives to ensure a safe work environment.
• Ability and willingness to abide by Company’s Code of Conduct.
• Occasional travel, some overnight, as required up to 20%.

Job Type: Full-time

Pay: $95,000.00 - $117,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Technical support: 5 years (Required)
• Software troubleshooting: 5 years (Required)
• Supervising: 3 years (Required)
• ServiceNow: 3 years (Preferred)
• Solarwinds: 3 years (Preferred)

License/Certification:

• ITIL Certification (Preferred)

Work Location: In person

Salary : $95,000 - $117,000