System Support Supervisor - ITS Desktop

Sheetz-posted 3 months ago
Full-time • Senior
Claysburg, PA
Gasoline Stations and Fuel Dealers
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This role is primarily 1st shift, with occasional requirements to work nights, weekends, and holidays as needed. A 24/7/365 on-call rotation is required. The position is based in Claysburg, PA, with four days on-site and one day remote each week. The goal of this group is to provide assistance for IT issues, proactively monitor systems and networks for indications of technical issues, and interact with other IT disciplines to collect, document, and disseminate information regarding system functionality and troubleshooting practices.

  • Maximize the development of internal talent through regular performance coaching, performance reviews and presenting developmental opportunities.
  • Align area objectives with the strategic goals of the Department.
  • Develop Internal Communications strategy that supports business and brand strategy and manage proactive and reactive Internal Communication efforts, which may include the directing of outside agency.
  • Monitor annual budgets for assigned area of responsibility to maximize profitability.
  • Provide evening and weekend 'on call/issue' support as needed.
  • Function as the 'Power user/Trainer' on IT help / incident / problem management systems, tools, and processes.
  • Facilitate the escalation of unresolved calls where solutions frequently require application of essential IT professional knowledge from other disciplines.
  • Monitor calls and help desk tickets for business or technical trends.
  • Generate and analyze KPIs for team and department.
  • Determine the means, methods, and materials subordinates will use to perform work.
  • Assign and check work as required.
  • A four-year degree in Computer Science, Management Information Systems, Computer Engineering; or a four year degree in another field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is preferred.
  • 7 years of experience in a technology or customer support environment.
  • 3 years of experience in a leadership role, including demonstrated success with multi-person or cross functional team leadership.
  • Experience with Root Cause Analysis or other analytical problem solving techniques is preferred.
  • HDI or similar certification is preferred.
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