IT Support Supervisor - Irvine, CA

Seeking an IT Support Supervisor with a Bachelors degree, 5 years IT Support or Desktop Support experience and someone with previous lead experience to supervise a team of IT Support Analysts.

Responsibilities:

  • Leads, manages, motivates and mentors IT Support Analysts. The supervisor is responsible for the team’s performance and success.
  • Supervises technical support staff’s daily activities which would include providing quality technical software/hardware phone and desktop support with a high degree of customer service and technical expertise.
  • Manages IT Support team in all aspects including schedules (maintain proper service time coverage), team and individual performance, and employee issues. 
  • Coordinates and manages the work with other IT support personnel within the IT organization that includes Apps Support, Systems, Digital Manufacturing, and Developers. 
  • Assigns day to day assignments to ensure work is completed in a timely and effective manner.
  • Monitors IT Support operations and escalates help-tickets to ensure problems are handled efficiently and effectively.
  • Provides management reports on IT Support operations and issues.
  • Advises and trains IT Support Analysts on operational procedures and troubleshooting techniques.
  • Updates and communicates to departments the schedule of equipment replacements and software changes.
  • Contributes to Knowledge Base of problems and solutions.
  • Assists with daily IT Support functions where needed.
  • Coordinates activities by scheduling project oriented assignments and setting priorities.
  • Evaluates and verifies employee performance through the review of completed work assignments, work techniques and performance.
  • Oversees the assignments and status of ITSM tickets by the site leads within the ITSM queue for the IT Support Analysts.
  • Enforces ticket resolution notes are completed by ticket owner.
  • Manages and communicates the need for IT hardware, software, and consumables to be available and in stock.
  • Provides updates to the IT Services and Support Manager
  • Creates long term tasks and projects on the IT Technical Support SharePoint site. 
  • Maintains records, prepares reports, and composes correspondence relative to the work.
  • Performs other related duties and projects as business needs require at direction of management

Requirements:

  • Bachelors degree or some educational background & minimum of 5 years IT Support experience.
  • 5+ years Services and Support experience, with specific experience in IT Support.  
  • Deep Understanding of Service Desk Metrics, KPI’s and Best Practices, ability to utilize metrics to identify opportunities for training and process improvement.
  • Experience building and leading teams.
  • Strong teamwork, leadership, and employee motivational skills.
  • Demonstrated analytical and problem-solving skills
  • Excellent organizational and follow-up skills with strong attention to detail
  • Outstanding customer relationship skills
  • Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment
  • Experience in report development, presentations, and trending analysis
  • Understanding ITIL practices, with certification preferred
  • Demonstrated experience in continuous improvement initiatives, root cause analysis and project management
  • Must have previous experience supporting enterprise applications
  • Must have experience managing IT projects
  • U.S. Citizen/green card holder required
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