Information Technology Field Services Supervisor

Weis Markets•Sunbury, PA

3d•Onsite

About The Position

WEIS is looking for a passionate and team-oriented Information Technology Field Services Supervisor. This role involves supervising direct reports, managing ITFS lab processes, inventory control, and coordinating small projects. The supervisor will also participate in new store construction and remodels, maintain company property, conduct performance reviews, and coach associates. Additionally, this position oversees the development and publication of documentation for the IT Field Services team, identifies trends and service issues, and develops resource plans for new technology implementations.

Requirements

Bachelor’s degree in computer science, Information Systems, or Computer Technology, preferred.
Equivalent training and business experience with an associate degree may be substituted.
Four or more years of progressively responsible experience in Information Technology application, systems, or call center management.
Two (2) years’ experience managing direct reports
Knowledge of applying technology solutions (software/hardware) to accommodate business needs.
Knowledge of systems analysis techniques and methodologies including troubleshooting.
Exposure to Cost/Benefit Analysis.
Project planning, tracking, and implementation experience.
Significant project delivery experience.
Significant IT Field Services knowledge and experience.

Nice To Haves

Certifications are a plus.

Responsibilities

Supervise assigned direct reports to ensure that each works effectively, efficiently, and safely.
Review and approve service reports, work orders, time sheets, and expense records to ensure accuracy.
Maintain ITFS Lab area processes for the support of device imaging, testing and repairs.
Maintain good inventory control processes in the management of the ITFS Stock Room/s inventory.
Responsible for ITFS resource training and refresher courses to ensure consistency and accuracy of processes.
Plan and coordinate small projects involving the installation, relocation, removal, or modification of equipment in existing stores.
Participate in new store construction projects, store remodels, and store acquisitions by reviewing plans and drawings, attending meetings as needed, and supervise computer equipment installations.
Maintain assigned company property in good working order including but not limited to company vehicle, computer and cell phone as well as maintain a good driving record.
Perform regular 1:1 meetings and an annual performance review with direct reports.
Coach and mentor direct reports when performance needs to be improved.
Ensure adherence to established corporate and department policies and procedures.
Assist in organizing problem solving between ITFS technicians and IT support teams.
Provide timely and accurate communication of pertinent information regarding the activities of the team to the IT Technical Services Director.
Oversees the development, organization and publication of documentation to provide a knowledge base to the Weis IT Field Services team.
Oversees the organization of documentation relevant to delivery of IT Field Services to provide a knowledge base.
Identifies areas of opportunity where triage and troubleshooting documents are needed, develops, trains, and publishes documents that contribute to accurate and consistent operations within IT Field Services.
Performs Analytics with collaboration from IT Field Services resources.
Identifies trends and service issues and options for mitigation for review with IT Field Service team and/or IT Leadership.
Interacts with project teams to coordinate any needed training for new types of technology services or handling of issues and ensure adequate IT Field Services coverage.
Develops an IT Field Services resource plan to support new project deliverables being implemented into production from training of resources to go live support.
Directly supervises group of IT Field Technicians and carries out responsibilities in accordance with Weis Markets policies and applicable laws.
Responsibilities include managing staff, interviewing, hiring, training, directing, rewarding, and disciplining associates; appraising associate performance; and resolving associate concerns.