Supervisor - IT Site Services

• Supervise the activities of direct reports and assist with identifying issues, prioritizing task, and escalation of requests as needed.
• Promote strong customer service skills and methodologies, strengthening the reputation of the Maximus IT internal brand.
• Provide technical support to customers by identifying, prioritizing, and confirming resolution of reported technical problems of business-critical systems.
• Provide immediate support to team of technicians, assigning tasks, and improving workflows.
• Conduct reoccurring meetings with team and provide task and feedback.
• Assist in collecting and analyzing performance metrics and proactively move resources to ensure Services Level Agreements (SLA) are met.
• Assist in interviewing new hires and support staff during onboarding and training.
• Maintain process and procedures documents regarding complex maintenance tasks, computer system and peripheral equipment repairs specific to a line of business.
• Responsible for planning employee work schedules to ensure sufficient coverage during operating hours, including overflow support to the IT Service Desk.
• Support Site Services Managers in being the liaison for Business Operations Leadership to ensure that local technical support provided is aligned with the business needs.
• Responsible for evaluating staff performance and providing timely, periodic feedback to promote growth or improvement.
• Responsible for identifying and implementing efficiencies in support functions.
• Responsible for providing leadership with required reports within the specified time frames requested.
• Strong technical skills including Active Directory, Windows, Switching, Routing, and Firewalls.
• Proficient in the use of Microsoft Office products.
• Responsible to ensure that all staff adhere to all documented policy and procedure as defined by Maximus leadership, Security, and HR.
• Perform other duties assigned by management.

Education/Requirements:

• Associate s degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of five (5) years of related IT experience.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Comply with all company-required policies, procedures and processes including but not limited to required training.
• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
• 1 year of leadership/management experience.
• Ability to communicate in an understandable, polite and friendly manner, both written and verbal.
• Strong organizational skills and ability to multi-task in a medium-size business environment.
• Availability to respond to the needs of internal and external customers.
• Responsible for adhering to established safety standards.
• Performs other duties as may be assigned by management.
• Working knowledge with ITIL
• Prior experience in staff development preferred.