POSITION SUMMARY: The primary responsibility of this position is to manage a team of Help Desk professionals, who are responsible for global support operations. You will also be responsible for all Windows Exchange Server administration/Active Directory functions, etc.
POSITION RESPONSIBILITIES The IT Support Supervisor/Manager will:
Plan, coordinate and supervise execution of projects, work assignments and workloads for help desk personnel, ensuring adherence to departmental policy and procedures then provide reports on help desk activities, performance and operational issues.
Study, develop and standardize complex technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met.
You will also coordinate and be responsible for all Windows Systems Administration functions and team members.
Have the initiative to improve the team’s technical ability, procedures and policies based on your prior successful enterprise experience.
Perform software installation and configuration
Perform printer setup, configuration, and support for printers, scanners, projectors, and other PC peripherals
Provide and supervise the support for all IT systems including PCs, Macs, desktop/laptop and Windows Administration
Assist in daily operation of the help desk/Systems teams, which includes, but is not limited to: resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software
Plan, develop and implement projects to educate the end user community on computer related tasks that will improve their efficiency such as a Help Desk Website with FAQs, Help Desk Tips via email, notifications of new support topics available at the help desk, etc.
Promote highest possible service level
Measure and improve based on daily & weekly metrics as described in the IT SLA
PERFORMANCE METRICS
The incumbent’s performance will be assessed on:
Use of IT Help Desk system to manage daily work
Meeting IT Support SLAs for
Response time
Customer contact interval
Ticket Closure
Bi-Yearly 360 reviews
Consistency on new system setups
Accuracy of asset management
Research and implementation of support call reduction plan by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as emails or walk-ins), adjusting resources as needed to ensure minimum wait time, and providing solutions to reduce recurring support requests.
KEY RELATIONSHIPS The incumbent will form key relationships with:
Internal customers/users
IT Infrastructure and Operations teammates
IT Application Developers
External vendors, consultants, and technical support
Monster Cable Products, Inc. - 9 months ago
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