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
Reports to: Manager, IT Operations and Infrastructure
Division/Department: Information Technology
Location: San Diego, CA
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.
of a team consisting of internal support technicians and domain administrators.
triage and assign incidences to appropriate personnel.
daily, weekly and monthly statistics, status reports and graphical reporting
aids are updated to meet the needs of the department.
timely and professional support via telephone, remote control, personal visits
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.
in the development, maintenance and implementation of new policies,
methodologies and standards to improve the quality of services and evolving
assigned projects on time and on budget. Generate and analyze incident data and
make recommendations to improve system reliability, training and service.
of contact for third party Tier 1 Help Desk
and ensure all user requests are resolved according to departmental guidelines.
with VIPs and Executive level staff ensuring that issues are resolved quickly
and in a professional manner.
with vendors and suppliers to maintain inventory levels of key supplies and
full and accurate inventory of all Corporate IT assets.
quarterly and annual performance reviews for internal support staff and works
with each staff member to establish personal career goals and career path.
duties as assigned.
5+ years of proven technical leadership in a technical support role or other
critical problem solving environment.
degree or equivalent in Computer Science, Engineering, Computer Information
Systems or similar technical discipline
have experience with Service Now Service Desk and/or Remedy.
Microsoft suite knowledge including Exchange (2010) Administration experience
purchasing experience a plus.
to affectively work across multiple functional IT groups
possess an even temperament and a keen ability to resolve issues even in tense
with SAP highly preferred.
with MS Management tools specifically MS Intune or MS System Center
Configuration Manager highly desirable.
to work overtime including nights, weekends and holidays in support of special
projects and rollouts
oral and written communication skills.
to resolve conflict
listening and troubleshooting skills
ability to creatively and efficiently solve technical problems
to read and write in English.
to multi-task and prioritize effectively
EDF Renewable Energy - 14 months ago