IT Support Supervisor

6 days ago

San Francisco, California, United States SourcePro Search, LLC Full time
Job Title: IT Support Supervisor

We are seeking an experienced IT Support Supervisor to join our team at SourcePro Search, LLC in San Francisco. The ideal candidate will have a minimum of 8 years of experience providing direct customer support for both software and hardware, alongside Microsoft Certification.

Key Responsibilities:
  • Supervise a team responsible for IT support services, including work schedules and priorities, and participate in performance management.
  • Ensure timely and high-quality service delivery, IT reporting systems usage compliance, and documentation and procedures are aligned with solutions provided.
  • Coordinate with other IT teams on timely escalation and closure of user support hardware and software issues.
  • Provide guidance to the IT Service team to analyze, understand, and resolve technically complex issues.
  • Work overtime as required, particularly at month end and year end.
Requirements:
  • Bachelor's Degree (preferred) or equivalent experience.
  • Microsoft Certification (preferred).
  • At least 8 years of experience providing direct support to customers in the areas of software and hardware.
  • At least 8 years of experience in LAN, WAN, and network systems support.
  • At least 8 years of experience configuring, installing, and maintaining client PC operating systems and related devices.
  • At least 7 years of professional services or law firm experience (preferred).
  • At least 3 years of IT supervisory experience (preferred).
Preferred Skills:
  • Advanced to expert proficiency in Microsoft Operating Systems, including installation and configuration processes.
  • Advanced to expert proficiency in Microsoft Office Suite.
  • Advanced to expert proficiency in remote access architectures, applications, and technologies (Citrix, VPN).
  • Advanced to expert proficiency in wireless PDA technologies (iOS).
  • Advanced to expert proficiency in customer service principles and practices.
  • Advanced proficiency in networking technologies, cabling topologies, and related applications.
  • Advanced proficiency in practice/litigation support applications.
  • Advanced proficiency in Inter/Intra/Extranet technologies.
  • Advanced proficiency in Document Management System (WorkSite).
  • Knowledge of desktop imaging tools and updating processes (SCCM).
  • Knowledge of Active Directory, Windows Group Policies, DLL Conflicts, Windows Registry, and workstation remote control.
  • At least 5 years of technical experience providing technical support for Microsoft Windows Operating based desktop and laptop systems (preferred).
  • At least 3 years of working in a supervisory technical customer service role within a hierarchical IT environment.
  • Strong written and verbal communication skills.

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