Supervisor End User Support

Education and Experience Requirements

Bachelor's Degree required or equivalent combination of education and experience to successfully perform the essential functions of the job. Degree in Computer Science, Management Information Systems, or technology related field highly preferred.. 6 years of experience leading IT support or operations teams in a user-oriented environment to include experience managing professional level employees or medium to large, cross-functional teams or projects. Certifications such as A+, MCSD, MCSE, MCP, CCNA preferred.

Position Purpose:

Oversee the operations of desktop support staff across diverse geographical locations to ensure an appropriate level of support. Responsible for the day to day activities of remote technical specialists, collecting and reviewing ticket data and trends, reporting and managing escalated issues, and providing the Manager Remote Site Support personnel issues and work schedules.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Supervise End User Support Specialists, providing support/direction and performing administrative tasks as needed.
2. Oversees installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connectivity.
3. Collects and assesses information from the user community in software and hardware problem resolution.
4. Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.
5. Reduce errors working with the supervisors through process improvement and root cause analysis.
6. Keeps up to date with current trends and is prepared to make recommendations.

Perform other duties as assigned.

Other Requirements:

1. Strong supervision, interpersonal communications, problem resolution and conflict management skills.
2. Required knowledge and experience with the following: Windows operating systems and Windows Server 2008 or 2012. Experience with Linux operating systems preferred.
3. Knowledge and experience related to TCP/IP networking, external connectivity and telephone systems also preferred.
4. Experience with MS Office required.
5. Knowledge of Microsoft Operations Framework 4.0 or ITIL V3 a plus.
6. Ability to prioritize and multi-task.
7. Effective analytical, problem-solving, and decision-making skills required.
8. Effective oral and written communication skills, including user training and interpersonal skills required.
9. A strong understanding of a wide variety of personal computing equipment and software.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.