Desktop Support Supervisor

AmTrust Financial Services•Cleveland, OH

50d•$58,000 - $90,000

About The Position

AmTrust is looking to build a world-class End User Support team. To support that effort, we are looking for a Supervisor, End User Support, who will oversee the support activities of the End User Support team. The primary responsibility of the Supervisor, End User Support, is to oversee daily operations and prioritize tasks for the End User Support team, ensuring service level agreements and key performance indicators are achieved. They will assess the End User Support teams’ processes and performance metrics, identifying and implementing changes where needed to enhance efficiency, reducing response times, and improving both customer satisfaction and the team’s productivity. In addition, this role involves managing escalated customer issues to resolution on behalf of the End User Support team. Furthermore, the supervisor will assist other members of the Global EUS team when necessary and contribute to advancement and innovation to improve and streamline the end-user experience. Decision-making and problem-solving should align with the Company Culture, Values, and Strategic Goals. This position reports directly to the Manager of End User Services.

Requirements

An associate degree or bachelor’s degree in computer science or a related technology background is strongly preferred.
At least three years of experience in a supervisory or leadership position.
High School Diploma
Strong knowledge of IT systems, applications, hardware, software, and networks.
Excellent communication, interpersonal, and customer service skills.
Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
Ability to lead, motivate, and coach a team of diverse and talented individuals.
Ability to team members and leadership, implementing great support processes, procedures, and documentation.
Ability interpersonal skills to build partnerships with stakeholders and peers.
Detail orientated combined with strong organizational skills and an aptitude for analytical thinking.
Demonstrated ability to work well independently and as a part of a team.
Ability to analyze data, identify problems, and propose solutions.
Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).

Nice To Haves

Preferably in a help desk leadership position.
Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus
Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.
Advanced knowledge of Asset Management processes and workflows.
Knowledge of IT infrastructure support (Systems, Network, Telephony, etc.).
Strong leader & team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis.
Proven track record of customer focus - evaluates decisions from the perspective of the customer; builds strong relationships with customers; and creates processes that reflect the customer's viewpoint.
Ability to communicate clearly and succinctly, evaluate information/data effectively to make decisions; anticipate obstacles and develop plans to address them.
PowerShell experience is preferred.

Responsibilities

Supervise, train, and mentor the End User Support staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
Monitor and manage the End User Support tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
Establish and maintain service level agreements, policies, and procedures for the End User Support operations, ensuring that they are aligned with the organizational goals and standards.
Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
Interface and oversee daily operations for desktop support, depot operations and IT Asset Management.
Prepare and analyze reports on End User Support activities, metrics, and trends, identifying areas of improvement and recommending solutions.
Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
Manage operational tasks and processes assigned to the End User Support team.