AddressThe IT Service Supervisor oversees IT operations functions including project management, service delivery, and service continuity. Manage IT service technicians as well as coordinate and escalate service requests to the internal or external technical resources to ensure end-to-end service delivery expectations are achieved or exceeded. Hire, train, mentor, and schedules assigned support staff.
Responsibilities:
- Supervise assigned support staff including hiring, performance evaluation, and disciplinary action. Train staff on operational procedures and troubleshooting techniques. Schedules support coverage appropriate to the changing needs of the park.
- Oversees service desk functions. Accountable to establishing and meeting service level agreements. Gather and analyze metrics to benchmark the helpdesk workload/performance. Monitors incidents and ensures resources are assigned and escalation procedures are followed to coordinate recovery.
- Promotes excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Interfaces with users of technology, employing a high degree of tact and communication skills to promote a positive image of the department.
- Resolves problem situations in a professional manner. Accurately communicates information to create a work environment that lends itself to the best interests of the departmental personnel and customer service levels.
- Maintains a broad technical understanding including ability to analyze and troubleshoot network, computer hardware, operating systems, and application issues.
- Develops and maintains an equipment lifecycle that includes the acquisition, deployment, repair, and disposition. Maintains ana accurate equipment inventory. Works with IT Manager to identify and prioritize division IT equipment needs and request. Ensures equipment standards are met.
- Identifies problem trends in order to ensure permanent solutions to recurring problems are identified and associated solution developed. Recommends and implements measures to improve reliability and efficiency.
- Accurately articulates and communicates pertinent information. Assists in development and implementation of service delivery quality control processes and procedures.
- Serves as one of the around the clock contacts for all related support issues, providing advanced level technology support.
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+
