Client Systems Analyst Supervisor

4 days ago

Prior Lake, Minnesota, United States Gaming Enterprise Full time
Job Title: Client Systems Analyst Supervisor

About the Role:

The Client Systems Analyst Supervisor is a key member of our IT team at Gaming Enterprise, 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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