Supervisor, IT Support

SUPERVISOR, IT SUPPORT

This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. They should be a self-starter and have excellent motivation, leadership, and ingenuity to excel in this position. This is a "hands-on" technical management position; the ideal candidate will be able to coach, motivate, and lead the team, while being capable of contributing technically and challenging decisions.

RESPONSIBILITIES:

• Recruit, train, and evaluate IT services technicians.
• Delegate tasks and develop work schedules.
• Closely monitor ticket queue to provide quality assurance of tickets in progress.
• Resolve difficult issues; identify/fix root causes for problems; and find better ways to do things.
• Work with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provide reports on IT technician activities, performance, and operational issues.
• Resolve, route, or escalate service requests to functional teams as necessary.
• Work with team and peers to identify processes that require improvement.
• Participate in the IT services supply chain, purchasing and distribution process.
• Work with IT logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborate closely with 3rd party vendors to build strong and long-lasting relationships.

BASIC QUALIFICATIONS:

• 3+ years of experience in a corporate IT helpdesk and/or desktop support environment.

PREFERRED SKILLS AND EXPERIENCE:

• Thorough understanding of the Windows and Mac operating system and applications.
• Strong hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Possess excellent organizational skills.
• Experience with standard client applications (ex: Microsoft Office, browsers, etc).
• Understands and communicates difficult concepts and provides instructions clearly and straightforwardly.
• Professional, self-motivated, resourceful, and work with minimal supervision.
• Able to set priorities and be flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Able to follow procedures and protocols.
• Possesses a hands-on approach and management style.

ADDITOINAL REQUIREMENTS:

• Must be willing to travel.
• Willing to work extended hours or weekends as needed.
• Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.