IT Supervisor

Description

WHO ARE WE?

Work where the beauty is unmistakable and the surroundings are ever changing with the seasons.  Here you can expect an extensive benefits package, 401K match, free gym access, free meals, on-site housing and more...  Come experience the business of true hospitality with Shore Lodge Whitetail Club, where memories are made! 

SUMMARY:

The Tier I IT Supervisor supervises Tier I support for desktop and Property Management Software applications for the business, as well as being a primary point of contact and resolution path for all other technical systems. This includes support for the following systems, Agilysys V1, Spa, Golf and Retail, Agilysys InfoGenesis, Microsoft Great Plains, networking, wireless networking, Active Directory, Microsoft Exchange, client integration, desktop support, audio/visual distribution, Mitel phones, cell phones, smart phones, and security.

WHAT YOU GET TO DO:

· Provide leadership and direction for the Tier 1 Customer Support Team including individual and team development.

· Develop and implement seamless customer support processes and plans.

· Improve support through the utilization of time and service management tools.

· Assist financial aspects of the Customer Support Team, including purchasing, budgeting, budget review, and vendor relationships.

· Work with your direct supervisor to develop business case justifications and cost/benefit analyses for IT spending and initiatives.

· Work on special projects as assigned.

· Flexibility to work as required for product upgrades, launches and emergency support.

· Assist with IT staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions. 

· Establish and maintain regular written and in-person communications with the organization’s executives, department heads and end users regarding pertinent IT activities. 

· Provide excellent customer service to guests, property owners, homeowners, club members and fellow employees. 

· Perform other duties and responsibilities as assigned. 

Requirements

WHAT YOU NEED TO BE SUCCESSFUL:   

· College degree or technical degree a plus.

· 2 years of Technical Product Support AND Tier 1 customer support experience (telephone, email, online chat etc.) 

· Prior proven project management experience is a plus.

· Ability to manage vendor relationships and work with vendors to tailor services to the needs of the organization. 

· Must be detail-oriented, quality-conscious and able to communicate effectively via phone or email with both technical and non-technical clients. 

· Must be a self-starter with the ability to multi-task, manage workload, take accountability and deliver results to meet competing priorities in a fast-paced environment.

· Ability to prioritize and work in a fast-paced environment.

· Experience supporting Windows desktop and server required. Knowledge of basic Active Directory and Microsoft Exchange administrative tasks.

Understanding of network protocols TCP/IP, HTTP, DNS, FTP, and SMTP. Must be able to troubleshoot minor problems related to these protocols.