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IT Support Operations Supervisor

2 months ago

Houston, Texas, United States Michael Baker International Full time

Overview

Michael Baker International is seeking a dedicated and skilled individual to fill the role of IT Support Desk Manager. This position involves overseeing the daily operations of the support team, ensuring efficient service delivery, and enhancing overall user satisfaction.

Key Responsibilities

  • Direct and manage various IT support initiatives and projects.
  • Collaborate with the Help Desk Manager to analyze ticket trends and performance metrics.
  • Evaluate and interpret feedback from end-user surveys to improve service quality.
  • Provide mentorship and training to Support Specialist team members.
  • Innovate and develop automation tools for the help desk.

Leadership Duties

  • Supervise the growth and development of Support Specialist I personnel.
  • Generate reports on incident management performance.
  • Participate in annual performance evaluations for staff members.

Required Experience

  • At least 8 years of relevant experience in IT support.

Educational Background

  • A bachelor’s degree or equivalent in Information Systems or a related discipline.

Skills and Competencies

  • In-depth knowledge and expertise in IT support operations.
  • Foster a collaborative and educational work environment.
  • Identify, document, and implement best practices within the team.

Physical Requirements

The role requires the ability to communicate effectively, hear, and remain seated for extended periods. Close vision is necessary for detailed tasks.

Work Environment

The position is typically set in a moderately noisy environment, conducive to productivity.

Salary Range

The expected salary range for this role is between $72,000 and $94,000, contingent upon individual qualifications and experience.