End User Support Supervisor
enXco - San Diego, CA

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End User Support Supervisor Scope of Position The End-User Support Supervisor will lead a team responsible for providing Tier 2 and Tier 3 support to over 800 end-users, both locally and remote. This position will focus on the day-to-day operations of End User Support including management and escalation of incidents and monitoring customer support service delivery, including queue monitoring, on-call activities/coordination and setting/measuring and reporting on service levels.

Reports to: Manager, IT Operations and Infrastructure
Division/Department: Information Technology
Location: San Diego, CA
Classification: Exempt

Working Conditions 95% of time is spent in the office and computer room environments, utilizing computers, servers, peripherals, phones, and general office equipment. 5% of the time is spent traveling to other EDF Renewable Energy sites in the US, Canada and Mexico.

Responsibilities · Leadership of a team consisting of internal support technicians and domain administrators. · Prioritize, triage and assign incidences to appropriate personnel. · Ensure daily, weekly and monthly statistics, status reports and graphical reporting aids are updated to meet the needs of the department. · Provide timely and professional support via telephone, remote control, personal visits and e-mail. · Timely resolution of system and application problems which involve: root cause analysis, research and the implementation/co-ordination of fixes for both short and long term resolution. · Participate in the development, maintenance and implementation of new policies, methodologies and standards to improve the quality of services and evolving business requirements. · Deliver assigned projects on time and on budget. Generate and analyze incident data and make recommendations to improve system reliability, training and service. · Point of contact for third party Tier 1 Help Desk · Prioritize and ensure all user requests are resolved according to departmental guidelines. · Interact with VIPs and Executive level staff ensuring that issues are resolved quickly and in a professional manner. · Work with vendors and suppliers to maintain inventory levels of key supplies and equipment. · Maintain full and accurate inventory of all Corporate IT assets. · Conduct quarterly and annual performance reviews for internal support staff and works with each staff member to establish personal career goals and career path. · Other duties as assigned.

Qualifications · Minimum 5+ years of proven technical leadership in a technical support role or other critical problem solving environment. · Bachelor’s degree or equivalent in Computer Science, Engineering, Computer Information Systems or similar technical discipline · Must have experience with Service Now Service Desk and/or Remedy. · Extensive

Microsoft suite knowledge including Exchange (2010) Administration experience required. · IT purchasing experience a plus. · Ability to affectively work across multiple functional IT groups · Must

possess an even temperament and a keen ability to resolve issues even in tense situations. · Experience with SAP highly preferred. · Experience with MS Management tools specifically MS Intune or MS System Center Configuration Manager highly desirable. · Flexibility to work overtime including nights, weekends and holidays in support of special projects and rollouts · Proficient oral and written communication skills. · Ability to resolve conflict · Affective listening and troubleshooting skills · Proven ability to creatively and efficiently solve technical problems · Ability to read and write in English. · Ability to multi-task and prioritize effectively

EDF Renewable Energy - 14 months ago - save job - block
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