IT Applications - IT Supervisor

Summary:  

Reporting to the IT Services Manager, this position will coordinate the efficient and effective operations of OneIT support, including work direction and supervision of technicians, as well as, coordination with other IT teams as needed.

This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all help desk/field support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management as needed. The Supervisor develops regular reports on IT metrics, ensures that service levels are met, identifies trends and makes recommendations for service improvements to management for service growth and/or improvement.

Duties & Responsibilities: 

• Supervise support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
• Plan, organize, and direct the work of support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules.
• Document, track, and report on software and hardware malfunctions; enter detailed solutions of common problems in the solutions database; to provide quicker resolution to common issues.
• Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills.
• Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Provide management reports on IT operations and issues, including recommendations for areas of service or technology improvements. notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
• Backup local Field Support duties/onsite support as well as Travel to additional sites when needed.

Skills/Knowledge:

• Proficient in use of ServiceDesk Pro and ManageEngine products or other similar ticketing and asset management systems
• Demonstrated experience managing onsite and offsite technicians, across multiple sites and countries and time zones.
• Proven ability to troubleshoot, configure, upgrade and replace hardware and software; including printers, scanners, terminals, and other peripherals
• Experience with Sentinel One and Rapid 7 security tools for monitoring and isolating potential issues
• Experience with hybrid environments (on prem and cloud applications and infrastructure)
• Customer centric personality with strong attention to detail skills
• Excellent oral and written communication skills; including professional email and telephone etiquette
• Proven ability to develop, track and implement KPIs to drive continuous improvement
• Skilled in developing talent, motivating and using influence in mentoring team members (both direct and indirect reports)
• Experience with reviewing open tasks and projects, assigning resources and monitoring resource capacity
• Proficient with Microsoft Office Suite applications and tools.
• MS Windows operating system navigation and procedures

Qualifications: 

• Bachelor (4-year) degree or work experience equivalent,
• Minimum ten (10) years of experience in computer support/technical support, including PC hardware, software and peripheral implementation.
• Minimum five (5) years of experience in a supervisory role or lead technician role.
• Minimum one (1) year of system administration experience (preferred)
• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Excellent client relations, verbal, written and interpersonal skills.
• Ability to motivate and direct staff members and subordinates.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Skilled in Microsoft windows desktop operating systems, Office professional software, e-mail Exchange/Outlook
• Ability to identify priorities and manage multiple tasks at one time.
• A+ certification a plus
• Bi-Lingual - English/Spanish (Preferred)