IT Supervisor

Smiths Interconnect-posted 4 months ago
$93,280 - $175,000/Yr
Full-time • Mid Level
MD, MD
5,001-10,000 employees
Computer and Electronic Product Manufacturing
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The IT Supervisor is responsible for leading the local Edgewood IT team and managing all IT and related business processes for Smiths Detection, Inc. (SDI). These responsibilities include technical support for all Smiths Detection Inc. computing devices, and associated. The IT Supervisor will identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard SLT's. They will respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. They will also support all SDI Projects and Initiatives as required to ensure successful implementation across SDI. The IT Supervisor will collaborate with vendors and service providers as required. Additionally, they will follow commonly used concepts, practices, and procedures of the help desk industry.

  • Provide Level 1,2, and 3 technical support to all SDI employees
  • Be Onsite Mon-Fri to manage the local IT Team; flexibility on weekends for local patching of servers
  • Provide performance reviews and 1-1's including IDP's
  • Receive and log all phone calls, emails, and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact
  • Manage tickets and tasks to SDI standards and ensure SDI SLT targets are met
  • Identify problem trends and report to IT Director for further analysis
  • Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it's necessary
  • Provision and manage computing devices per the SDI standards and policies
  • Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
  • Assist in creating and supporting the implementation of new technologies and services in Windows 11 and managing BIS initiatives and projects as required
  • Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
  • Assist the IT director in the creation, implementation and maintenance of policies, procedures, and associated training plans
  • Create/Maintain documentation as required
  • Support Asset Management for all Client Service devices
  • Support Windows Server 2016 and newer
  • Support local AV systems for Townhalls & Company meetings
  • Availability to travel to support other SDI locations by car is required
  • Bachelor's Degree
  • Minimum 5 years of experience in information technology and management
  • Comptia A+, Net+, Imaging, Intune, O365 Admin, Active Directory, Azure AD, SCCM, Patch Management, Teams & Sharepoint
  • Self-motivated and proactive approach to managing key accounts
  • Establish and maintain a professional relationship with customers/prospects
  • Excellent oral and written communication skills
  • Ability to present information in front of a large group
  • Excellent interpersonal and communication skills
  • Ability to read, write, and interpret general business periodicals, professional journals, or government regulations
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Experience in a customer service oriented, customer support environment and IT service desk environment desire
  • Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
  • Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook)
  • Experience with Patch management, Imaging, and IT Asset Management (inventory)
  • Ability to learn effectively and retain information; ability to understand and follow written and oral instructions
  • Ability to organize and manage multiple tasks and priorities
  • Ability to establish and maintain effective working relationships with those contacted in the course of work
  • Knowledge of ITIL Service Delivery processes
  • Maintain confidentiality of information; communicate effectively with the more difficult customers
  • Comprehensive benefits including healthcare
  • 401K savings plan
  • Company holidays
  • Vacation
  • Sick time
  • Parental leave
  • Employee assistance program
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