Information Technology (I.T.) Support Supervisor

PAR Western Line Contractors, LLC

3d•$80,000 - $96,000

About The Position

The IT Support Supervisor will ensure the Support Engineering (SE) team is delivering the highest level of customer service to our end users. The IT Support Supervisor is responsible for all Support Engineers, and the day-to-day operations of the Support Engineering team, its projects, and the service provided to end users.

Requirements

Office 365 and Exchange Online experience
Experience with Intune, inventory management, and ITSM (Manage Engine Service Desk a plus)
Ability to explain complex IT concepts in simple terms
Ability to manage high priority projects
Proven ability to work successfully with limited supervision
Impeccable end user communication, with the ability to maintain friendliness and candor through emails and calls
Excellent written and verbal skills
Ability to delegate tasks
Strong understanding of basic IT security principles
Discipline to ethically handle private data, including financial and/or healthcare data for certain companies
Ability to communicate effectively and work in a team setting
Proficient troubleshooting skills (Outlook, Office, Windows, iOS)
Basic proficiency with SQL
High School Diploma or Equivalent
5+ Years IT Support Engineer or Related Field Experience

Nice To Haves

Data center infrastructure and facilities experience is a plus
Mac troubleshooting a plus
Bachelor’s Degree in Computer Science or Equivalent
Azure
CompTIA A+
CompTIA Network+
Cisco/CCNA
Linux
Microsoft hardware (installation)
CAPM

Responsibilities

Responsible for leading the Support Engineering (SE) team, and overseeing the day-to-day operations
Manage workload and tickets of Support Engineers
Support the SE team in the execution of tasks
Triage issues with the Support Engineering team that cannot be immediately resolved
Define, develop, and standardize best practices for the SE team
Provide reports and metrics to the Director of IT on the performance of the SE team
Develop projects for the constant improvement of the SE team
Deliver yearly goals and schedule to the Director or IT
Assist the Director of IT in recording and documenting costs
Help drive testing of in-house applications and its deployment to field operations
Act as the liaison between customers and the SE team during triage
Develop SLA's in conjunction with the Director of IT
Implementation of key systems and software
Hold the SE team accountable for timely execution of SLAs
Initiate, plan, and schedule meetings to meet project goals
Ensure infrastructure networking and computing systems remain available during production hours
Interact with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions
Manage local office technical projects including sourcing materials and vendors
Provide software testing and management of related solutions
Maintain or create policies, procedures, and processes
Identify root-causes of operational issues and process inefficiencies
Notify IT Project Managers if any issue is identified with in-house applications
Work in a support position, limited to 50% (max), with Management prioritized
All other duties as assigned