Supervisor, IT Support

Details

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. This is a hands-on technical management position requiring the ability to coach, motivate, and lead the team while contributing technically and challenging decisions.

Responsibilities

• Recruit, train, and evaluate IT Services technicians.
• Delegate tasks and develop work schedules.
• Closely monitor the ticket queue to provide quality assurance for tickets in progress.
• Resolve difficult issues, identify and fix root causes, and find better ways to work.
• 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 the team and peers to identify processes requiring improvement.
• Participate in the IT Services supply chain, purchasing, and distribution processes.
• Work with IT Logistics to manage product inventory stored in IT Services warehouses.
• Collaborate closely with third-party vendors to build strong, long-lasting relationships.

Requirements

Basic Qualifications

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

Preferred Skills and Experience

• Thorough understanding of Windows and Mac operating systems and applications.
• Strong hardware and software troubleshooting skills.
• Excellent customer service skills for working effectively with clients.
• Excellent organizational skills.
• Experience with standard client applications, including Microsoft Office and web browsers.
• Ability to understand and communicate difficult concepts and provide clear, straightforward instructions.
• Professional, self-motivated, resourceful, and able to work with minimal supervision.
• Ability to set priorities and remain flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Ability to follow procedures and protocols.
• Hands-on approach and management style.

Additional Requirements

• Willingness to travel.
• Willingness to work extended hours or weekends as needed.
• Ability to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking equipment, and rack-mounting equipment.

Benefits

Base salary is part of a total rewards package that also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short- and long-term disability insurance, life insurance, and various other discounts and perks.

The employer is an equal opportunity employer.