Support Team Lead Crestmont Campus

3 weeks ago


Rancho Palos Verdes, California, United States The Salvation Army Full time

Job Summary:

This position is located at THQ on Crestmont Campus and requires a comprehensive understanding of the technology housed at THQ to provide support and ensure the maintenance of these technologies.

The Support Supervisor Crestmont Campus will supervise a team of Support Specialists, mentor subordinate staff in job and skills development, and solve difficult support requests brought by subordinate staff and provide training.

The Support Supervisor Crestmont Campus will also provide feedback to management on the trends and needs in the field and with Support Team staff, assist the Director of IT Support with the administration of the Support Team, and manage personnel time and resources.

Key Responsibilities:

  • Manage a Winning Team (40%):
    • Responsible for the overall effective management of assigned staff members.
    • Emphasizes teamwork and communication in the pursuit of team and department objectives.
    • Conduct annual performance evaluations for direct reports and processes all required documentation in a timely fashion.
    • Manage time and attendance reporting, paid time off, and recruitment in the HRIS application for direct reports in a timely manner.
    • Address individual performance issues in accordance with Salvation Army policies and procedures in a timely manner to motivate and foster teamwork.
    • Ensure all direct reports are equipped, empowered, and expected to excel in fulfilling their responsibilities.
    • Ensure high standards of performance and specific expectations are properly developed and consistently communicated, reinforced, and monitored for each direct report's position.
    • Ensure beneficial and current training plans are maintained and pursued by all direct reports within policy and budget provision.
    • Identify opportunities for new and challenging work assignments that advance the skills and capabilities of individual team members.
    • Review monthly Help Center reports to gather feedback to share with subordinates.
    • Meet one-on-one with each subordinate at least monthly to verbally review ticket queue status, performance, trends, issues, etc.
  • Support Team Leadership (30%):
    • Monitor the Help Center queue and take or assign tickets when and as directed.
    • Act as an escalation point for any Support Specialists that need support.
    • Cover for other Support Supervisors and IT Support Director.
    • Interface with other teams to coordinate interdepartmental assistance to and from Support Team.
    • Support tier 1, 2, & 3 Support Specialists, including giving direction or working on difficult or high-profile tickets as appropriate.
    • Handle tasks for applications with complex or sensitive user security configurations (e.g., Finance Dept. applications) requiring a high degree of accountability and accuracy.
    • Be on-call for after-hours escalation on rotation as directed.
  • Direct Support (25%):
    • Diagnose system issues with hardware, software, and operator education.
    • Recommend or perform remedial actions to correct problems.
    • Solve computer problems and prepare computer equipment for installation in Salvation Army locations.
    • Diagnose and resolve problems brought by users.
    • Install, modify, and make repairs to hardware, software, and peripheral components.
    • Make on-site visits for repair and installations.
  • Assist Director of Support (5%):
    • Ensure the Help Center is properly covered during operating hours, paying close attention to Holidays.
    • Develop specialists within the support team to cover all areas of support required.
    • Maintain morale amongst staff.
    • Monitor individual and team performance holding staff accountable for high levels of service.

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