IT Service Supervisor

Overview

Oversees IT operations functions including project management, service delivery, and service continuity. Manage IT service technicians as well as coordinate and elevate service requests to the internal or external technical resources to ensure end-to-end service delivery expectations are achieved or exceeded. Hire, train, mentor, and schedule assigned support staff.

Pay Rate: $25.00/DOE

• Supervise assigned support staff including hiring, performance evaluation, and disciplinary action. Train staff on operational procedures and troubleshooting techniques. Schedule support coverage appropriate to the changing needs of the park.
• Oversees service desk functions. Accountable for establishing and meeting service level agreements. Gather and analyze metrics to benchmark the helpdesk workload/performance. Monitor incidents and ensure resources are assigned and escalation procedures are followed to coordinate recovery.
• Resolve problem situations in a professional manner. Accurately communicate information to create a work environment that lends itself to the best interests of the departmental personnel and customer service levels.
• Maintain a broad technical understanding including ability to analyze and troubleshoot network, computer hardware, operating systems, and application issues.
• Develop and maintain an equipment lifecycle that includes acquisition, deployment, repair, and disposition. Maintain an accurate equipment inventory. Work with IT Manager to identify and prioritize division IT equipment needs and requests. Ensure equipment standards are met.
• Identify problem trends to ensure permanent solutions to recurring problems are identified and associated solutions developed. Recommend and implement measures to improve reliability and efficiency.
• Accurately articulate and communicate pertinent information. Assist in development and implementation of service delivery quality control processes and procedures.
• Serve as one of the around the clock contacts for all related support issues, providing advanced level technology support.

Education: Equivalent work experience may be substituted for some of the above education.

Required:

Vocational / technical training

Field of study:
Information Technology

Field of study:
Computer Systems

License, Certification, or Other
:

Type: ITIL Foundations

License:
Preferred

Type: A+

Type:
Driver's License- preferred

Experience: 6-8 Years preferred