IT Support Supervisor

2 weeks ago


Salisbury, Maryland, United States Inova Health System Full time
Job Title: IT Support Supervisor

We are seeking an experienced IT Support Supervisor to join our team at Inova Health System. The successful candidate will be responsible for supervising the Service Desk team and performing Team Leadership duties focused on developing team members, managing day-to-day support tasks, ticket escalations, and ensuring projects are turned over properly before going into production.

Key Responsibilities:

  • Supervise the Service Desk team and perform Team Leadership duties
  • Develop team members and manage day-to-day support tasks
  • Manage ticket escalations and ensure projects are turned over properly
  • Assist with effective Escalation coordination and working with the IT Support Manager and other IT managers
  • Lead the Change Management process and weekly Change meeting
  • Lead the Problem Management process and bi-weekly Problem meeting

Requirements:

  • 2-year college degree in Information Systems or Computer Science, or 4-5 years of relevant experience
  • Minimum 3 years of IT experience in similar or larger organization
  • Knowledge of customer service practices, support methodologies, and best practices
  • Excellent organizational skills with the proven ability to independently prioritize multiple problems/initiatives of high complexity
  • Exceptional customer interaction and people management ability
  • Experience with Change Management and Problem Management

Preferred Qualifications:

  • Ability to analyze ticket data to identify trends and make planned courses of action for improvement
  • Office 365 proficiency
  • Knowledge to build effective Power BI dashboards

Working Conditions:

  • Ability to work in a climate-controlled office environment
  • Ability to work in an open-partitioned cubicle environment or a poultry processing facility
  • Ability to communicate via telephone
  • Ability to operate a computer terminal and a workstation, using a keyboard, mouse, and reading a monitor

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