Client Systems Analyst Supervisor
4 days ago
About the Role:
The Client Systems Analyst Supervisor is a key member of the Gaming Enterprise IT team, responsible for leading a team of Client Systems Analysts and providing Level II escalation support for hardware, software, network, and system issues.
Key Responsibilities:
- Supervise and guide a team of Client Systems Analysts, ensuring effective incident resolution and support for escalated technical issues.
- Provide technical leadership using ITIL best practices, focusing on problem management and minimizing recurring incidents through procedural improvements.
- Lead asset lifecycle efforts, standardizing hardware, software, and desktop environments, including operating systems, desktop images, and software packaging.
- Foster teamwork, coach, mentor, and motivate staff to ensure growth, accountability, and adherence to department goals.
- Collaborate with other supervisors and managers to support IT department objectives and create a positive work culture of mutual respect, honesty, and continuous improvement.
- Manage shift schedules, workloads, task delegation, and team performance, ensuring alignment with organizational goals.
- Conduct performance reviews and provide ongoing feedback, retraining, or realignment of team members as necessary.
- Handle complaints and challenges, offering solutions to operational delays and performance issues.
Technical Expertise:
- Serve as the primary escalation point for incidents, service requests, and desktop technology changes, offering advanced technical expertise.
- Collaborate with infrastructure, applications, and security teams to ensure seamless integration of desktop systems with storage, networking, enterprise systems, and security protocols.
- Assist with asset inventory and control, ensuring accuracy and alignment with operational needs.
- Provide hands-on support for desktop system integrations, software lifecycles, and ensuring secure, reliable IT environments across the enterprise.
Operations and Compliance:
- Ensure compliance with internal audit requirements and maintain accurate documentation for internal and external reporting.
- Oversee the application of company policies and procedures in all employee interactions.
- Provide on-call support for critical business or IT issues, maintaining staff availability to address urgent needs.
- Analyze and report trends on IT system performance and offer recommendations for improvements.
Requirements:
- A combination of education and/or experience in Business, Information Technology, or a related field, equating to five years.
- At least three years of progressive experience in leadership and technical expertise.
- Proven ability to manage Level II IT initiatives, incident escalations, and on-call rotations.
- Strong leadership skills, with the ability to mentor, guide, and develop technical teams while demonstrating a customer service mindset.
- Excellent organizational and time management skills, with the capacity to manage multiple assignments and meet deadlines.
- Knowledge of ITSM best practices (ITIL), including incident, problem, and escalation management.
- Proficient in troubleshooting IT technologies, including hardware devices, Microsoft 365 products, Windows, MacOS, and iOS environments.
- Expertise in Microsoft Windows administration and troubleshooting, with an aptitude for learning and supporting new business applications.
- Strong attention to detail, technical documentation skills, and ability to cross-train team members.
- Experience in software packaging, desktop imaging, inventory management, and deployment of updates.
Preferred Qualifications:
- Advanced knowledge of Microsoft Security products, particularly in areas like Autopilot, WUfB, and endpoint management.
- Experience in managing software deployments using modern tools such as Intune or MECM.
- Familiarity with scripting or automation tools to streamline IT operations.
Other Requirements:
- Valid Class D driver's license with a clean driving record.
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