IT Support Operations Supervisor

2 weeks ago


Houston, Texas, United States Michael Baker International Full time

Michael Baker International is seeking a dedicated and skilled individual to take on the role of IT Support Desk Manager. This position entails overseeing the daily operations of the support team, ensuring efficient incident management, and providing guidance to Support Specialist I personnel. The successful candidate will play a pivotal role in enhancing service delivery and operational excellence.

Key Responsibilities

  • Manage various IT support initiatives and projects effectively.
  • Collaborate closely with the Help Desk Manager to analyze ticket trends and improve service quality.
  • Evaluate and interpret feedback from end-user surveys to enhance support services.
  • Provide training and mentorship to Support Specialist staff, fostering professional growth.
  • Innovate and develop automated tools to streamline help desk operations.

Leadership Duties

  • Supervise the development and performance of Support Specialist I team members.
  • Generate comprehensive incident performance reports for management review.
  • Participate in the annual performance appraisal process for staff members.

Required Experience

  • A minimum of 8 years of relevant experience in IT support or a related field.

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 processes are essential.
  • Ability to foster a collaborative and educational work environment.
  • Strong capability to identify, document, and implement best practices.

Physical Requirements

The role requires the ability to communicate effectively and maintain focus on tasks. Visual acuity for close work is necessary.

Work Environment

The position is typically situated in a moderately noisy office setting.

Salary Range

The estimated salary range for this role is between $72,000 and $94,000, with actual compensation determined by factors such as education and experience.



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