SUPERVISOR, IT

Position purpose

Serve as the lead person by providing direction and support to the IT Technicians. Increase employee productivity by providing operations support for the IT infrastructure and leveraging IT resources.

Responsibilities/Duties/Functions/Tasks:

• Lead and provide daily guidance and direction to team; primarily IT Technicians.
• Train and motivate team by providing detailed documentation, checklists, and coaching as required.
• Ensure help desk tickets are being completed in accordance with IT SOP.
• Provide backup coverage for System Administrator
• Ensure users receive support to resolve issues and provide solutions to repetitive issues.
• Ensure adequate staffing during business hours and schedule IT technicians for on-call coverage.
• Provide employee feedback to supervisor on employee performance issues
• Attend management meetings, when requested
• Provide training for new IT Technicians
• Serve as the main contact for any escalated IT issues.
• Monitor and inspect system equipment/ make recommendations and suggestions for improvement if necessary
• Other duties as assigned

Qualifications

Education:

• Diploma from college or vocational school; or equivalence of education and work experience
• Pursuit of certification at the systems administration level from the following:
  • Microsoft
  • Vmware

Experience: Four (4) + years providing hardware and software technical support.

Additional Qualifications:

• Excellent people skills
• Experience with security, virtualization, storage software and hardware products.
• Experience supporting or troubleshooting in an IT environment (sever, application, or infrastructure).
• Solid understanding of Windows Server Products, Unix, and Linux operating systems.
• Proven ability to diagnose, resolve, and document technical support issues.
• Strong written and verbal communications skills.
• Positive, customer-centric approach.
• Working experience in systems administration or internal IT support.
• Ability to travel to office locations.
• Must have valid driver’s license and auto insurance; own transportation.

Performance Requirements:

• Self-managed or need little supervision
• Persistence in staying on task to solve technical problems
• Flexibility and initiative
• Accountability for own schedule and reporting on activities