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IT Support Operations Supervisor

2 months ago

Elkhorn, Wisconsin, United States Walworth County Full time
Position Overview

This role is pivotal in overseeing the strategic planning, execution, and management of the desktop support framework to guarantee the seamless functionality of the organization's IT resources. The incumbent will be tasked with the development, configuration, maintenance, and optimization of both new and existing desktop hardware, software, and communication systems. This position will lead the desktop support team in implementing best practices and resolving technical issues efficiently.

Leadership Responsibilities

The individual in this role will directly supervise and coordinate the activities of the desktop support personnel, ensuring timely and accurate resolution of all operational desktop challenges. Key responsibilities include:
  • Participating in the recruitment and onboarding processes.
  • Providing training and guidance to team members.
  • Planning, assigning, and directing work while evaluating performance.
  • Addressing employee concerns and resolving conflicts in accordance with organizational policies.

Core Duties and Responsibilities

The following are essential functions of this position, with the understanding that additional tasks may be assigned:
  • Lead the internal IT support team in daily operations, including equipment provisioning and user access management.
  • Collaborate with IT management to establish and monitor IT objectives and maintain a strategic IT roadmap.
  • Mentor and guide desktop support staff in advanced technical issues and support within the organizational environment.
  • Ensure Help Desk coverage during standard business hours through effective staff scheduling.
  • Maintain a centralized information repository to facilitate quick recovery from outages.
  • Identify recurring issues and ensure thorough troubleshooting until permanent solutions are implemented.
  • Generate and modify daily, weekly, and monthly performance reports to meet departmental needs.
  • Coordinate training initiatives for Help Desk personnel.
  • Act as a technical resource for IT support staff regarding desktop software and hardware challenges.
  • Oversee the installation, configuration, maintenance, and troubleshooting of end-user technology and peripherals.
  • Conduct equipment and software inventories, ensuring accurate documentation.
  • Assist in evaluating business challenges and researching new technologies as directed.
  • Participate in after-hours on-call rotations as necessary.
  • Recommend enhancements to desktop security, performance, and efficiency.
  • Create and maintain user self-help and technical documentation.
  • Ensure comprehensive documentation of technical designs and configurations.
  • Initiate projects aimed at enhancing the security and reliability of the desktop environment.
  • Serve as Project Manager for initiatives assigned by IT management.
  • Support IT management in staffing decisions to meet future needs.

Qualifications

To excel in this role, candidates must possess:
  • A Bachelor's degree in Information Technology or a related field.
  • A minimum of four to six years of relevant IT experience, including at least two years in a supervisory capacity.
  • Experience in the installation and support of desktop computing systems and software.
  • Proficiency with Microsoft operating systems and platforms.
  • Strong customer service and communication skills.
  • Ability to work collaboratively in a team-oriented environment.
  • Excellent organizational skills and the ability to manage multiple priorities.
  • Strong analytical and problem-solving capabilities.

Additional Requirements

Candidates must hold a valid driver's license and be able to provide reliable transportation for travel between locations as needed. Participation in an on-call rotation for technical support is also required.