IT Support Supervisor

Genuine Parts Company•Birmingham, AL

1d•Hybrid

About The Position

The primary function of all Motion IT roles is to provide the field with what they need to move units while safeguarding the security and integrity of Motion’s IT environment. Reporting directly to the Sr. IT Support Manager, the IT Support Supervisor oversees daily workflow for, and the functional management of a diverse team of 20+ onsite and remote IT professionals charged with supporting 10k+ users and 40k+ endpoints across North America. The ideal candidate will demonstrate strong people management skills, a data-driven approach to decision-making, and the ability to coordinate and prioritize effort at scale in a quality sensitive, enterprise environment.

Requirements

Proven ability to operate as primary escalation point for a wide range of IT support issues.
Ability to adapt to change and new challenges, identify and evaluate potential impact, prioritize, and proactively marshal resources accordingly to ensure the demands of IT support from the field are met.
Ability to digest, understand, apply, build documentation for, and quickly communicate new technical concepts in a way that minimizes impact on the field and builds depth at the position across all of IT support.
Ability to recognize, analyze, and question established methods and processes in a productive way and a willingness to work with leadership in seeking alternatives to those that no longer serve.
Experience with Cisco and Fortinet network gear and operations, NetBox, PRTG, PutTy, CUCX, CUCCX, RDP, VOIP, ServiceNow, Asset Management, ISE, iBoss, Active Directory, AnyConnect, PsExec, PowerShell, SharePoint, Printer Admin, Access, Excel, SCCM, AV tech, Windows OS, iOS, Android, MDM and Kronos a plus.
A wide range of technical skills and problem-solving skills.

Nice To Haves

CompTIA+, CCNA and other, relevant certifications preferred.

Responsibilities

Working and managing priority and escalated IT incidents to resolution
Managing workflow and staffing levels across multiple shifts to ensure adequate coverage and promote optimal response time to reported IT issues and requests
Build, monitor, report and leverage metrics to gauge individual and team performance, identify opportunities for improvement and, ultimately, the distance between Motion IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel, PowerBi, Power Platform, Dynamics365, Confluence, ADO and ServiceNow
Manage the onboarding, training and continuing education of IT Support staff for the purpose of building depth at critical positions and enhancing overall team capability
Take ownership of, provide direction for and leverage deep technical and proprietary, institutional knowledge to prioritize efforts and key performance indicator results of the IT Support team
Collaborate with IT infrastructure and escalation teams, branch and distribution center staff, business and corporate leadership, vendors, and contractors to troubleshoot and resolve complex, multi-layer IT issues involving proprietary software, cloud and on-premises infrastructure, networking, security, and automation
Build, monitor, report and leverage metrics to gauge individual and team performance, identify opportunities for improvement and, ultimately, the distance between IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel, PowerBi, Confluence, Power Platform and ServiceNow
Delegate tasks and follow budget and timelines.
Provide customer service.