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IT Services Supervisor

2 months ago

Billings, Montana, United States Entre Technology Services Full time
Job Title: IT Services Supervisor

Entre Technology Services is seeking an experienced IT Services Supervisor to join our team. As a key member of our technical support team, you will be responsible for managing the activities and responsibilities of our service delivery team.

Key Responsibilities:
  • Manage the team's daily activities and dispatch process of service requests
  • Lead a small team of 5-8 resources
  • Conduct coaching conversations with team members
  • Provide disciplinary action when necessary, with help from management and HR
  • Conduct quarterly reviews with team members
  • Conduct one-on-one meetings with team members
  • Contribute to the continuity of computer services by providing technical leadership
  • Drive problem investigations and resolution as required
  • Design and maintain process documentation
  • Responsible for scheduling, escalation, and client satisfaction
  • Active role in daily management of all client calls
  • Ability to effectively and efficiently troubleshoot technical problems
  • Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
  • Provides end-user training where required
  • Provide mentorship to staff and assist in the development of technical support from a career perspective
  • Ensure that systems, processes, and methodologies are followed according to company guidelines
  • Build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
  • Ability to think ahead and plan over a 6-12 month time span
Requirements:
  • 4+ years helpdesk/field-onsite technical support experience providing complete network to end-point support services to small and medium-sized businesses
  • Demonstrated understanding of data integrity, standard backup practices, and associated hardware/software solutions. Experience with Veeam and Acronis backups preferred
  • Windows Server administration including spin-up, roll-out, and management including but not limited to Active Directory, GPOs, Trusts, Print Servers, etc.
  • Build and maintain virtual environments such as Hyper-V, VMware, Veeam & Azure
  • Workstation operating systems e.g., MAC, Windows 7 and later
  • Workstation productivity/operations application administration e.g., Microsoft Office, QuickBooks, etc.
  • Network Security – Router/Firewall experience i.e. Cisco, Meraki, SonicWall, Sophos & Barracuda firewalls & wireless environments
  • Cloud Environment management e.g., AWS, Azure, etc.
  • Enterprise email systems e.g., Microsoft Exchange, Google Suite, etc.
  • Office 365 deployment and security
  • Daily time entry accounting for at least 7 hours in the form of notes in service tickets
  • Monthly billing should be at least 80% or more of a typical month of about 160 hours available. Subtract 5% per technician that you lead.
  • Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness, and dependability
  • Ability to work in a fast-paced environment and meet deadlines
  • Must be available for on-call approximately one week every three months
  • Must be available occasionally on nights and weekends to perform off-hour maintenance and projects
  • Highly organized, self-motivated, and self-directed
  • Professional customer service skills
  • Strong written and oral communication skills
  • Ability to create knowledge base articles and update customer documentation in IT Glue
  • Ability to lift 50+ pounds
  • Must be willing to travel for client on-site visits, some overnight stays may be required
  • Must have a valid driver's license, insurance, and reliable transportation
  • Legal authorization to work in the U.S.
  • The following certifications are preferred: MCSA/MCSE/MCITP, VCP, ITIL, Project+, Network+, Security+, A+
Experience:
  • Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support: 3 years (Required)
  • Desktop Support: 3 years (Required)
  • Customer Service: 3 years (Required)
  • Virtualized Server Support: 3 years (Preferred)
  • Data Backup and Recovery Support: 2 years (Preferred)
  • Network Router, Switch, Wireless Support: 2 years (Preferred)
  • MSP (Managed Services Provider) Engineer: 2 years (Preferred)
  • Technical support in a production-based IT environment(s), preferably in multi-site environments: 4 years (Preferred)
  • Macintosh, Kaseya, ConnectWise, Sophos, SonicWall, Barracuda, Unifi, experience a plus