IT Applications - IT Supervisor

Safariland-posted about 1 year ago
Full-time • Mid Level
Jacksonville, FL
Merchant Wholesalers, Durable Goods
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The IT Applications - IT Supervisor position at Safariland is responsible for overseeing the operations of the OneIT support team. This role involves coordinating the work of technicians, ensuring effective technical support, and collaborating with other IT teams. The supervisor will manage daily activities, document procedures, and provide management reports on IT operations, while also focusing on service improvements and team development.

  • Supervise support staff's daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
  • Plan, organize, and direct the work of support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties.
  • Train staff in new and existing procedures and develop work schedules.
  • Document, track, and report on software and hardware malfunctions; enter detailed solutions of common problems in the solutions database to provide quicker resolution to common issues.
  • Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills.
  • Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
  • Provide management reports on IT operations and issues, including recommendations for areas of service or technology improvements. Notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
  • Backup local Field Support duties/onsite support as well as travel to additional sites when needed.
  • Bachelor (4-year) degree or work experience equivalent.
  • Minimum ten (10) years of experience in computer support/technical support, including PC hardware, software and peripheral implementation.
  • Minimum five (5) years of experience in a supervisory role or lead technician role.
  • Minimum one (1) year of system administration experience (preferred).
  • Demonstrated progressive experience in the supervision of a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
  • Solid relationship management and performance management skills.
  • Excellent client relations, verbal, written and interpersonal skills.
  • Ability to motivate and direct staff members and subordinates.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Skilled in Microsoft windows desktop operating systems, Office professional software, e-mail Exchange/Outlook.
  • Ability to identify priorities and manage multiple tasks at one time.
  • A+ certification a plus
  • Bi-Lingual - English/Spanish (Preferred)
  • Medical, dental & vision insurance
  • 401(k) with company match
  • Employer paid life insurance and AD&D
  • Employer paid disability
  • Wellness program
  • Adoption assistance
  • Tuition assistance
  • Employee assistance program
  • Work life balance
  • Paid time off (PTO), sick leave and paid holidays throughout the calendar year (consistent with relevant state law and company policies)
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