This individual is responsible for day to day IT operations and providing leadership to Helpdesk personnel. They will oversee all aspects of IT central in-take, frontline support and dispatching of work to other organizations after making the initial assessment of problem nature and severity. They will be highly motivated, customer facing and work with cross-functional teams as well as interface with external organizations. The Supervisor will have high technical acumen, knowledge and experience with operations, excellent inter-personal and communication skills and be a strong leader.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Manage Helpdesk and Desk side operations for the company providing global 24x7x365 support. This includes remote, on-site and 3rd parties
2.Responsible for global IT operations including monitoring, alerting and 1st level response. Responsible for coordinating response to a critical outage and maintenance of this process
3.Logs, tracks, and maintains metrics on support requests using the Helpdesk platform, and maintains history records and related problem documentation
4.Maintain an up-to-date asset database including all hardware and software
5.Create repeatable processes and standard workflows with potential to outsource or automate
6.Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
7.Maintain the relationship and expectations of 3rd party providers
8.Analyzes and evaluates incident reports and create improvements to reduce Helpdesk incident rate
1.Demonstrated excellence in providing and leading IT services for end users.
2.Demonstrated leadership abilities in executing improvement recommendations from concept to deployment.
3.Familiarity with Windows server and desktop operating systems, networking, voice systems, printing and productivity software including Office 365
4. Project management certificate or relevant experience