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IT Support Operations Supervisor
2 months ago
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.
POSITION OVERVIEW:
The IT Support Operations Supervisor role is a critical position that demands a proactive technical leader to assist in enhancing the daily functions of the IT support team while overseeing and evaluating team performance. This position necessitates a collaborative individual who can inspire the technical staff to meet objectives while utilizing your advanced experience to address escalated technical challenges.
KEY RESPONSIBILITIES:
- Lead and mentor a team of IT specialists, providing guidance and support.
- Deliver high-level technical expertise and resolve intricate IT issues.
- Plan and implement technology projects, upgrades, and transitions, coordinating resources and timelines to minimize disruption to operations.
- Possess working knowledge of Active Directory and assist with onboarding and offboarding processes.
- Administer VDI (Virtual Desktop Infrastructure) and maintain hardware and software inventories.
- Oversee the implementation, training, and utilization of the Helpdesk solution.
- Collaborate with various departments and stakeholders to understand IT needs and priorities, ensuring alignment with organizational goals.
- Conduct regular performance evaluations, coaching, and professional development activities for IT personnel to enhance their skills.
- Stay informed about emerging technologies, industry trends, and best practices to identify and recommend new tools and operational practices.
- Establish and maintain relationships with vendors and service providers to procure IT products and services, as well as negotiate and manage contracts.
- Develop and implement IT policies, procedures, and best practices to optimize support operations.
- Serve as the primary contact for all mobile device management and wireless devices; manage setup, deployment, and support.
- Assist in the installation, configuration, troubleshooting, and support of computer hardware and software.
- Help end-users develop a working knowledge of systems operating on the network, including new-user orientations.
- Maintain advanced knowledge of standardized software applications to assist in problem resolution and needs assessment.
- Train new support staff on systems, procedures, and customer service techniques.
- Support the Director of User Support and Training Services with new initiatives and server administration as needed.
- Assist in analyzing departmental business requirements to determine technological needs.
- Support executives with special assignments and user administration for various applications.
- Contribute to special IT project initiatives and management.
- Physical ability to lift up to 50 pounds.
- Travel may be required.
Education: College Degree or relevant field. Experience: Three to Five years in IS Management, with 2-3 years in a supervisory role. Instruction and training capabilities are beneficial.
- Proficient in IT systems, network infrastructure, and security principles, with hands-on experience in managing enterprise-level IT solutions.
- Exceptional communication, interpersonal, and leadership skills, with the ability to engage diverse stakeholders and influence decision-making.
- Strong project management capabilities, with the ability to plan, organize, and execute multiple projects within budget and time constraints.
- Analytical mindset with problem-solving skills and attention to detail, coupled with strategic thinking.
- Familiarity with cloud computing, virtualization, networking, and Microsoft Networks is advantageous.
