IT Support Supervisor

Collegis Education • Utica, NY

11d • Onsite

About The Position

Lead a hands-on IT support team that keeps our partners connected, productive, and supported. This role exists to lead and develop a team of IT Support Specialists while ensuring reliable, secure, and high-quality technical support across Collegis partner environments.

Requirements

• Operations experience.
• Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties.
• Minimum of 2 years management, lead experience, or highly skilled technical background.
• Ability to work a flexible schedule, including occasional nights or weekends, and participate in an on-call rotation as needed.
• Strong communication skills and proven track history of excellent customer service.
• General knowledge of the higher education industry is preferred.
• Strong analytical and problem-solving skills.
• Strong PC & MAC troubleshooting skills.
• Familiarity with multiple operating system platforms, specifically O365 environment and Windows.
• Server operating environment troubleshooting skills.
• Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
• Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications and removals.
• Bachelor of Science, Computer Science, MIS degree, a related field, or equivalent experience

Nice To Haves

• Relative industry certifications are considered a plus.

Responsibilities

• Supervise, coach, and mentor IT Support Specialists across local and remote locations.
• Partner with Support Services Leadership to improve team effectiveness through training, process improvements, and support strategies.
• Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
• Conduct regular performance check-ins and own formal mid-year and year-end performance reviews.
• Sustain project updates and status reports to leadership on a regular basis.
• Maintain a strong understanding of partner’s environments, including but not limited to software applications, learning management systems, and account creation procedures.
• Drive best practices for remote desktop management, automation of imagingpdating, and proactive maintenance of supported systems.
• Maintain and enforce the asset refresh program to keep technology current.
• Maintain desktop application inventory and assist with software licensing maintenance.
• Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase.
• Define and maintain security procedures and policies; enforce these policies with ITSS team members.
• Monitor, support, and troubleshoot system issues, including escalations requiring supervisor involvement.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues.
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
• Manage and mentor student-work studies.
• Continue training for ITSS team members on process and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level