Job description
IT Support Supervisor
Hybrid role!!!
IT Support Supervisor will manage a team of analysts to support our commercial enterprise and custom-built applications.
We are seeking an experienced IT Support Supervisor to lead our IT application support team and ensure that client IT enterprise applications are operating effectively and efficiently. The successful candidate will be responsible for supervising, guiding, and /or instructing the day-to-day operations of the IT support team in a help desk environment which includes direct customer contact for issues of a highly technical nature. Ensures stated service and efficiency goals are met. The support team is responsible for a variety of custom applications and commercial off-the-shelf products supporting the business functions.
Responsibilities:
Skills Matrix:
Hybrid role!!!
- Local candidates only as they may be required to be onsite throughout the week.
IT Support Supervisor will manage a team of analysts to support our commercial enterprise and custom-built applications.
We are seeking an experienced IT Support Supervisor to lead our IT application support team and ensure that client IT enterprise applications are operating effectively and efficiently. The successful candidate will be responsible for supervising, guiding, and /or instructing the day-to-day operations of the IT support team in a help desk environment which includes direct customer contact for issues of a highly technical nature. Ensures stated service and efficiency goals are met. The support team is responsible for a variety of custom applications and commercial off-the-shelf products supporting the business functions.
Responsibilities:
- Working from home, lead and manage a team of IT support specialists, application administrators, and support developers by providing guidance, support, and training as needed.
- Monitor and analyze the performance of the IT support team, ensuring that support requests are handled efficiently and effectively.
- Develop and implement IT policies, procedures, and best practices to ensure that our IT enterprise applications are supportable and maintainable.
- Ensure that customer SLAs are met on a daily, monthly basis
- Evaluate and recommend software solutions to improve the ability to support client’s IT enterprise applications.
- Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of client.
- Coordinate and/or troubleshoot technical issues and provide guidance to the IT support team in resolving complex technical problems.
- Interviews and hires qualified individuals to fill open roles within the department
- Generates daily, weekly, and monthly reports requested by both internal and external clients
- Develops and mentors employees to a high level of competency
- Handles issues of a highly technical nature, and challenging calls from clients
- Assist in the identification, development and documentation of required relevant policies
- Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify opportunities for improvement
- Monitors staff performance and schedule adherence to improve efficiencies and/or identify training opportunities, and to ensure proper coverage
- Remains current on internal procedures and external client requirements
Skills Matrix:
Skill
Required / Desired
Amount
of Experience
College or technical degree in Computer Science or equivalent preferred
Required
5+ years of experience in IT customer support, help desk, or technical support experience
Required
5
Years
Technical certifications in ITSM/ITIL preferred
Highly desired
Experience with ServiceNow ITSM
Highly desired
2+ years of experience supervising or leading a support team
Desired
Ability to resolve issues and exhibit strong initiative
Desired
Excellent planning, training and follow-up skills and analytical abilities
Desired
Strong problem-solving and analytical abilities.
Desired
Strong project management skills .
Nice to have
shipshapebody.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, shipshapebody.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, shipshapebody.com is the ideal place to find your next job.