It Support Supervisor Jobs

General Summary:

Supervise and monitor the activities of the internal help desk and technical support staff. Ensure proper staffing and resource allocation for the internal technical support department. Provide direction for the help desk ticketing system and processes. Monitor and prepare reports on progress, work trends, incidents, and problems. Develop and evaluate help desk programs and policies. Advise support staff concerning administrative procedures, escalated technical issues, and priorities.

ESSENTIAL JOB FUNCTIONS

Responsible for the staffing (hiring and dismissing), training, evaluations, discipline, coaching and goal setting for the Store Support and PC Support teams

Supervise and develop support staff to maximize the department's ability to ensure all incidents, service requests, or problems are resolved within SLA.

Monitor daily work activity to ensure staff and processes are working effectively to contribute to the departmental Service Level goals and KPI's.

Provide front line support working incidents and requests through all channels as needed.

Ensure continuous service improvement and exceptional service delivery by maintaining a high-performance team, maximizing process efficiencies, ensuring all associates have the proper tools, and training to be successful in their roles.

Manage payroll and PTO approvals for direct reports, ensuring adequate staffing

Create and approve documentation and departmental knowledge base articles.

Work in conjunction IT Support Manager and other IT Support Supervisors to develop policy and procedure changes.

Assist with the management and deployment of small and large technology projects.

Escalation point for incidents, problems, and blockers that require involvement from other teams or to assist with high profile/visibility issues.

OTHER JOB FUNCTIONS

Provide afterhours support as needed.

Learn about new technologies to increase productivity and support options for the department.

Identify trends and propose solutions to prevent issues.

SKILLS / EDUCATION / KNOWLEDGE / EXPERIENCE / ABILITIES

Required:

High school diploma or equivalent

3 to 5 years in a senior support role

Advanced knowledge of 1 or more IT technologies

Soft skills for working with people of different backgrounds and skillsets

Excellent verbal and written communication skills

Critical thinking and problem-solving skills

Ability to work independently and as part of a team

Good attention to detail

Desired:

7 to 10 years technical experience with 1 to 3 year supervisor experience

A+, Network+, Linux+, ITIL Foundations Certification

High level of knowledge with Jira software

High level of knowledge with Confluence software

Bachelor's Degree in an IT related field

Experienced with software applications and their general use

General understanding of test design and testing methodologies