End User Services Supervisor

2 weeks ago

St Petersburg, United States General Dynamics Ordnance & Tactical Systems Full time

Overview:
We are looking for an experienced End User Services Supervisor to lead our IT Support team. This role is crucial in ensuring exceptional service delivery to all users within the organization.

Key Responsibilities:
As the End User Services Supervisor, you will be responsible for:

  • Overseeing all functions of the technical support help desk.
  • Providing guidance and mentorship to the support team.
  • Developing and refining processes to meet service level expectations and performance objectives.
  • Establishing policies and procedures that guarantee high-quality service to internal stakeholders.
  • Identifying and implementing help desk systems and tools for effective problem tracking and resolution.
  • Analyzing key performance metrics to evaluate help desk effectiveness and identify areas for improvement.
  • Managing resource allocation and strategic decision-making.
  • Aligning help desk initiatives with the broader goals of the organization.
  • Collaborating with technical teams to ensure accurate ticket categorization and resolution.
  • Leading and directing the work of team members, including responsibilities for hiring, performance evaluations, and terminations in conjunction with HR and management.

Impact of the Role:

  • Consistent application of discretion and judgment in daily operations.
  • Supervision of daily activities of support staff.
  • Setting priorities for the team to ensure timely task completion.
  • Coordinating work activities with other supervisors.
  • Problem-solving guided by established policies and procedures.

Basic Qualifications:

Required:

  • Associate's Degree with 5-7 years of relevant experience, or an equivalent combination of education and experience.
  • Expertise in Help Desk Management, issue resolution, process optimization, and IT Help Desk Software.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Preferred:

  • Bachelor's Degree in Business or Information Technology.

Physical Demands:

  • Ability to remain in a stationary position at a desk and/or computer for extended periods.
  • Work primarily in a climate-controlled environment with minimal safety or health hazards.

Travel Requirements:

  • Minimal travel, less than 25% likely.

The above statements outline the general nature and level of work expected in this role. They do not represent an exhaustive list of responsibilities and skills required. Additional duties may be assigned, and this job description may be modified at any time.

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