It Support Services Supervisor

Supervises the day-to-day operations of the IT Help Desk and Desktop Support teams. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Working team member that will validate and coordinate the work of others on the support team.

CHARACTERISTIC DUTIES & RESPONSIBILITIES

• Supervise daily operations of 4 - 8 IT Support Services staff: train and instruct employees in proper procedures; plan, issue and check daily work assignments; assist staff with difficult or unusual problems or tasks; evaluate job performance; refer unusual personnel problems to IT Support Services Manager.
• Participate in department and budget planning for assigned areas of responsibility.
• Prepare and maintain written operating procedures for all Support Services tasks, including disruptive and disaster recovery scenario solutions.
• Ensure the Support Services functions are run in an efficient and effective manner by responding to all phone calls, emails and requests from personnel and agency partners for assistance.
• Monitor all support tickets regularly, and deal with a variety of problems that arise on a daily basis, referring to Manager as necessary.
• Interview job applicants and advise on hiring.
• Prepare administrative/operations reports on department activities.
• Maintain a good working knowledge of company business plans/goals, products, operating policies and systems, etc.
• Confer with management, staff and other company personnel to plan, evaluate goals/objectives, resolve problems, and exchange information.

• Performs other duties or special projects as required or as assigned.

SUPERVISION EXERCISED

Functional and administrative supervision of 4 – 8 employees.

SUPERVISION RECEIVED

General supervision is received from the IT Support Services Manager.

QUALIFICATIONS

• Bachelor’s degree in IT, computer science, a related field, or equivalent work experience.

• Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills.
• Experience in a supervisory or leadership role managing a technical support team or related projects and associated systems.
• Experience with Atlassian suite of products a plus.
• Familiar with IT Service management-related methodologies (ITIL).
• Deep working knowledge in Microsoft Office 201X software suites, Windows Operating System Environments (Windows 10/11), Office 365, and familiarity with mobile devices.
• Familiarity with Cloud Computing Services, specifically Amazon Web Services & Azure.
• Experience in VMWare/VDI technologies.
• Strong experience with deploying and supporting Windows PC endpoints.
• Experience working in Property & Casualty Insurance environment a plus.

• Excellent oral and written communication skills.
• A motivated self-starting personality, able to work independently while maintaining patience with interruptions.

• Effective analytical and problem-solving skills.
• Able to communicate effectively and project a positive image.
• Ability to deal effectively with a wide range of company personnel, as well as outside vendors and agency staff.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Office position with high frequency of keyboarding/computer work required.
• Lifting, bending, reaching, crawling, carrying, twisting, etc.
• Occasional lifting of up to 25 lbs.
• Off hour and weekend work may be required.
• The work environment is representative and typical of similar jobs in comparable organizations.