So what does an IT Supervisor do? Think of yourself as someone who will oversee the activities and performance of IT Support/Helpdesk personnel and ensure exemplary customer service to all internal customers. You will drive for compliance to all processes and procedures regarding the resolution and rectification of I.T. systems problems / issues (i.e. case submission, resolution methodology). As you tackle your new tasks for the day, you know that it will lead to one thing: that you will coordinate with product development, R&D, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
Responsibilities
* You will develop and manage effective working relationships with other departments, groups and personnel. You will provide direction, supervision, and leadership to members of the Desktop Support/IT Support Team.
* You will be responsible for assigning and prioritizing work, setting expectations, promoting goals and priorities, and performance management.
* You will conduct periodic performance reviews of IT Support Specialists.
* You will oversee desktop support operations and ensure excellent customer service to all internal or external customers.
* You will provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and on new technology.
* You will provide analysis on desktop related issues, determine problems, implement solutions, resolve or forward work orders to appropriate personnel within the IT team (i.e. Sr. Network Administrator, Sr. Systems Administrator).
* You will coordinate with product development and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
* You will provide assistance to other teams within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator) to improve services, processes, roll out new applications, increase and promote security.
* You will ensure service level agreements are communicated and understood by the desktop support team.
Qualifications
* Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT/Computer‑related course.
* Minimum of 5 years IT support experience in a supervisory capacity and 7+ years of overall IT Support experience.
* MCDST Certification is required.
* Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
* Knowledge of I.T. requirements/demands in call center operations and organization, particularly in the area of Operations support.
* Skilled technical writer able to document problems and solutions for customers and other technical support personnel.
* Strong time and project management skills.
* Excellent oral and written communication skills. Fluency in the English language.
* Adaptive to changing work schedules and working hours.
* Excellent problem determination technique.
* Excellent customer orientation.
* Well‑organized and good follow‑through on commitments to customers.
* Strong problem‑solving, decision‑making and analytical skills.
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