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Technology Support Administration Supervisor

2 months ago

Salem, Oregon, United States Laika Inc Full time
Job Summary

The Technology Support Administration Supervisor is a key role at Laika Inc, responsible for ensuring the smooth operation of our technical systems and tools. This position supervises a team of technology support staff, working with them to develop their skills and careers, and ensuring they have the tools and resources needed to deliver impactful service.

Key Responsibilities
  • Team Supervision: Supervise technology support staff, providing guidance and support to help them develop their skills and careers.
  • Process Improvement: Develop and improve key performance indicators, metrics, and ticket workflows to ensure efficient service delivery.
  • Documentation Management: Manage the continued improvement of policy and technical documentation to ensure accuracy and consistency.
  • Project Management: Manage complex technology projects through their completion, ensuring timely and within-budget delivery.
  • Technical Systems Planning: Ensure technical systems and tools are planned and budgeted, and consistently deployed, adopted, and utilized across the studio.
  • Cross-Functional Collaboration: Work with supervisors and leads in Support Engineering to provide a unified response to emerging issues, and coordinate cross-disciplined work between Support Engineering, Admin Services, and other service groups at the studio.
  • Support Response Management: Develop methods to manage support response through standardization, while prioritizing production requirements.
Requirements
  • Experience: 5+ years' experience in an enterprise technical customer support role with strong knowledge of general IT and software development concepts.
  • Management Experience: 3+ years' experience in a management or supervisory role.
  • Technical Skills: Familiarity with Mac, Windows, and Linux operating systems, and enterprise data networking devices and concepts.
  • Industry Experience: Experience in the Media and Entertainment industry, a plus.
  • Communication Skills: Demonstrated strong written and verbal communication skills.
  • Project Management Skills: Well-organized with strong project management skills.
  • Problem-Solving Skills: Demonstrated advanced problem-solving and analytical skills.
  • Collaboration Skills: Ability to work independently and collaboratively at all levels of the organization.
Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical Demands: While performing the duties of this job, the employee is required to walk; stand; sit; use hands to operate standard office equipment; reach with hands and arms; balance; stoop; talk or hear both in person and by telephone. The employee must lift and/or move up to 15 pounds. Vision abilities include close vision, distance vision, and the ability to adjust focus.
  • Work Environment: While performing the duties of this job, the employee works under typical office conditions and is exposed to variable indoor temperatures. The noise level is usually quiet or moderate.
Location

On-site in Hillsboro, OR

Salary

Salary is commensurate with skills and experience.