Information Technology Supervisor

IT Supervisor

IT Supervisor

As you tackle your new tasks for the day, you know that it will lead to one thing: coordinating with product development, R&D, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.

IT Supervisor

• Develop and manage effective working relationships with other departments, groups, and personnel.
• Provide direction and supervision to members of the Desktop Support/IT Support Team.
• Be responsible for assigning and prioritizing work, setting expectations, and promoting goals and priorities.
• Oversee desktop support operations and ensure excellent customer service to all internal or external customers.
• Provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and new technology.
• Analyze desktop-related issues, determine problems, implement solutions, and resolve or forward work orders to appropriate personnel within the IT team (i.e., Sr. Network Administrator, Sr. Systems Administrator).
• Quickly respond to priority incident calls, provide necessary troubleshooting assistance to other team members, and prioritize tasks to minimize downtime and impact time.
• Ensure service level agreements are communicated and understood by the desktop support team.
• Monitor and evaluate the performance of IT Support/Helpdesk personnel to ensure adherence to company policies and standards.
• Lead initiatives to enhance the efficiency and effectiveness of IT support services, identifying areas for improvement and implementing best practices.

IT Supervisor

Requirements:

• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT/Computer-related course.
• 5+ years of IT support experience
• ITIL Certification is good to have.
• Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
• Knowledge of I.T. requirements/demands in call center Operations and organization, particularly in the area of Operations support.
• A skilled technical writer who can document problems and solutions for customers and other technical support personnel.
• Strong time and project management skills.
• Excellent oral and written communication skills. Fluency in the English language.
• Ability to adapt to changing work schedules and hours.
• Excellent problem determination technique.
• Excellent customer orientation.
• Well-organized with good follow-through on commitments to customers.
• Strong problem-solving, decision-making, and analytical skills.