Desktop Systems Supervisor - Irvine, CA

Seeking a Desktop Systems Supervisor with 5 years IT experience supporting enterprise applications and strong leadership experience for a global technology company in Irvine.

Responsibilities:

  • Supervise a global Desktop Support team and oversee daily operation of Desktop Support Analysts and Coordinators.

  • Providing quality technical software/hardware, phone and desktop support with a high degree of customer service and technical expertise.

  • Supervise the Desktop Support team in all aspects including schedules (maintain proper service time coverage), team and individual performance, and employee issues.

  • Responsible for quarterly hardware lease returns and refresh.

  • Accountable for 100% IT assets by properly documenting and tracking hardware movements using ServiceDesk Plus.

  • Populates scorecards monthly and have recurring meetings with employees to provide feedback.

  • Ensures all desktops in the enterprise are up-to-date with Windows patching and high percentage of compliance meeting or exceeding industry standard.

  • Assigns day to day assignments to ensure work is completed in a timely and effective manner.

  • Monitors ServiceDesk Plus ticket queue for Desktop Support to ensure problems are handled efficiently and effectively. Escalate tickets to other teams as required and document all troubleshooting steps and pertinent information.

  • Provides management reports on Desktop Support operations and issues.

  • Advises and trains Desktop 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 Technical 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.

  • Reprimands employee if employee violates company rules or does not perform up to expectations.

  • Oversees the assignments and status of ITSM tickets by the site leads within the ITSM queue for the Desktop Systems Analysts.

  • Enforces ticket resolution notes and best practices are completed by ticket owner.

  • Manages and communicates the need for IT hardware, software, and consumables to be available and in stock.

  • Provides exceptional Customer Service and communicates this in a professional manner to all of our customers.

  • Provides updates to the IT Manager through email, and phone calls about pending tasks and projects

  • Reviews ITSM reports and projects on a weekly basis.

  • Manages employee schedules and sends notifications when a Desktop Systems Analyst is sick or going on vacation.

  • Maintains records, prepares reports, and composes correspondence relative to the work.

Requirements:

  • Bachelors’ Degree preferred with a formal education in Information Technology

  • 5+ years of experience in Desktop or IT Technical Support.

  • Must have previous experience supporting enterprise applications.

  • 3+ years of experience managing people and IT projects.

  • Knowledge of Level 2 Networking, TCP/IP, Premises wiring, and Active Directory.

  • Knowledge of MS Windows, MS Office, PC repair, software installation and desktop level support.

  • Possess mental agility to diagnose, analyze, and resolve technical issues in real-time while providing customer service.

  • Ability to troubleshoot and analyze software issues.

  • Ability to work independently with minimal supervision and effectively contribute as a team player.

  • Ability to organize, plan, and coordinate multiple tasks and priorities.

  • Strong interpersonal skills to provide quality customer service.

  • Demonstrated:

    ·         customer service attitude and approachability

    ·         analytical skills

    ·         project management skills.

    ·         time management skills and prioritizing abilities

    ·         strong problem-solving skills and attention to detail and accuracy

  • U.S. Citizen/green card holder.

Nice to Have/Not Required:

  • ITIL v3 certified preferred

  • Familiarity with ITIL best practices, a plus