Supervisor, IT Technical Support

## Supervisor, IT Technical Support Apply remote type:
On-site locations:
Everett, Washington time type:
Full time posted on:
Posted 2 Days Agojob requisition :
R102662
** Your New Company!
** At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them.  No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team!

Whether you're a recent college graduate or seeking your next career opportunity, it's time to discover your future  are better together and together We Are Altasciences.
** About

The Role
** The IT Technical Support Supervisor, reporting to the Sr. Director of IT & Strategic Planning, is responsible for managing the IT Service Desk operations and personnel. The purpose and mission of the IT Service Desk function is to support Altasciences’ users in their usage of the tools provided by the Altasciences IT department such as computers, telephones, software, laptops, mobile phones, etc.

The IT Technical Support Supervisor will promote best practices for IT Service desk operations including, but not limited to, good customer service, established technical guidelines, and adherence to documentation practices for both regulatory and departmental standards. Additionally, the IT Technical Support Supervisor will be required to directly support our internal Altasciences customers when necessary.
** What You’ll Do Here
*** Manage day to day IT Service Desk operations
* Establish performance guidelines and provide mentorship and performance feedback to staff
* Promote, enforce, and provide input on Technician training guidelines
* Promote and enforce established Customer Service guidelines with the goal of providing a consistently positive customer experience
* Promote and enforce adherence to policies and processes for usage of the Altasciences ITSM/ITAM system
* Provide accurate and creative solutions to customer problems
* Act as a point of escalation and communication between Technician staff and IT Operations, Networking & Security, Validation, and Development teams
* Ensure availability of IT Technician resources for Laval and Montreal IT Support Incidents and Service Requests
* Provide guidance and management of prioritization of IT Support Incidents and Service Requests
* Provide input on Altasciences enterprise policies and processes for the IT Service Desk function
* Ensure known problems are documented in the ITSM Knowledge Base
** What You’ll Need to Succeed
*** College degree or relevant experience.
* CompTIA A+, Network+, and/or Security+ certifications desired.
* Excellent diagnostic and problem-solving skills
* Advanced knowledge in PC hardware including desktops, laptops, and tablets
* Advanced knowledge in the installation, configuration, and troubleshooting of Windows 7, Windows 10 desktop operating systems
* Advanced knowledge in the installation, configuration, and troubleshooting of client Cisco VoIP related hardware (desk phones) and software (Jabber)
* Advanced knowledge of Microsoft Office products
* Advanced knowledge in the management and support of printers, TCP/IP protocols, Active Directory, Remote Desktop Services, Air Watch Mobile Device Management, Windows Deployment Services WDS, and Antivirus/Antimalware software
* Advanced knowledge in mobile phone technology support including iPhone, Android, and Blackberry
* Intermediate to Advanced knowledge in VPN technology deployment and support
* Intermediate to Advanced knowledge of Microsoft Windows Server management
** What We Offer
** The salary range estimated for this position is $75,000 - $109,000. Please note that salaries vary within the range based on factors including, but not limited to, prior relevant experience, skills, education, certification, location as well as internal equity…