IT Support Operations Supervisor
2 weeks ago
Position Title: IT Support Operations Supervisor
Company: Blue Star Partners LLC
Contract Type: W2 only
Role Summary:
The IT Support Operations Supervisor will play a pivotal role in guiding and enhancing the local IT team’s efforts in delivering comprehensive service desk and on-site support. This position is essential for overseeing technical support operations, fostering service enhancements, and ensuring optimal user satisfaction and operational effectiveness.
Key Responsibilities:
- Lead and mentor the local IT team in delivering efficient service desk and on-site support, ensuring high-quality technical assistance for end-users.
- Identify and implement continuous improvement initiatives aimed at enhancing the overall user experience.
- Monitor, assess, and report on critical performance metrics, including user satisfaction and service level agreements (SLAs).
- Coordinate the resolution of persistent technical issues affecting end-users, ensuring prompt and effective solutions.
- Collaborate with business units on escalated issues, coordinating with other IT teams and providing updates to management.
- Build and maintain strong relationships with end-users and stakeholders to promote effective communication and collaboration.
- Establish and uphold best practices for IT support processes, ensuring compliance with industry standards and company policies.
- Provide guidance and support to IT support personnel, promoting a culture of ongoing learning and professional growth.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.
- A minimum of 5 years of experience in IT support, with at least 2 years in a supervisory capacity.
- Extensive background in delivering IT service desk and on-site support, including troubleshooting hardware, software, and network challenges.
- Demonstrated success in leading service and process improvement initiatives within an IT support framework.
- Strong familiarity with ITIL principles and best practices in IT service management.
- Exceptional communication, interpersonal, and leadership skills, with the ability to engage effectively with diverse teams and stakeholders.
- Proficient in utilizing IT support tools and systems, including ticketing and remote support applications.
- Capability to analyze data, create reports, and present insights to management.
- Certifications in ITIL, CompTIA A+, or similar credentials are highly regarded.
Essential Skills:
- Strong leadership and team management capabilities.
- Advanced problem-solving and analytical skills.
- Proficiency in IT support tools and systems.
- Excellent communication and interpersonal abilities.
- Capacity to drive service and process improvement initiatives.
- Solid understanding of ITIL framework and best practices.
- Experience in managing performance metrics and service level agreements.
- Able to work effectively under pressure and meet deadlines.
- High level of integrity and professionalism in managing sensitive information.
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