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 schedules 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. Schedules support coverage appropriate to the changing needs of the park.
• Oversees service desk functions. Accountable to establishing and meeting service level agreements. Gather and analyze metrics to benchmark the helpdesk workload/performance. Monitors incidents and ensures resources are assigned and escalation procedures are followed to coordinate recovery.
• Resolves problem situations in a professional manner. Accurately communicates information to create a work environment that lends itself to the best interests of the departmental personnel and customer service levels.
• Maintains a broad technical understanding including ability to analyze and troubleshoot network, computer hardware, operating systems, and application issues.
• Develops and maintains an equipment lifecycle that includes the acquisition, deployment, repair, and disposition. Maintains an accurate equipment inventory. Works with IT Manager to identify and prioritize division IT equipment needs and request. Ensure equipment standards are met.
• Identifies problem trends in order to ensure permanent solutions to recurring problems are identified and associated solution developed. Recommends and implements measures to improve reliability and efficiency.
• Accurately articulates and communicates pertinent information. Assists in development and implementation of service delivery quality control processes and procedures.
• Serves 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