IT Service Supervisor
3 weeks ago
The IT Service Supervisor is responsible for managing IT operations including projects, service delivery, and service continuity. They will manage IT service technicians, facilitate service requests, and ensure end-to-end service delivery standards are achieved. Additionally, this role will hire, train, mentor, and schedule assigned support staff.
- Supervise assigned support staff, including hiring, performance evaluation, and disciplinary action, while ensuring proper training is provided on operational procedures and troubleshooting techniques.
- Accountable to establishing and meeting service level agreements and gathering and analyzing metrics to benchmark helpdesk workload/performance.
- Promotes excellent customer service and effective response times while enforcing quality of service guidelines to ensure customer satisfaction.
- Resolves problem situations in a professional manner while maintaining a broad technical understanding of network, hardware, operating systems, and applications.
- Develops and maintains an equipment lifecycle that includes the acquisition, deployment, repair, and disposition, while identifying and prioritizing division IT needs.
- Identifies problem trends and recommends and implements measures to improve reliability and efficiency.
- Assists in development and implementation of service delivery quality control processes and procedures, as well as provides advanced level technology support as needed.
Qualifications:
- Bachelor's degree in Information Technology or Computer Systems
- 6-8 years work experience required
- 1-3 years supervisory/leadership experience
- Preferred Requirements: ITIL Foundations, A+
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