Supervisor IT Support Operations

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June 19, 2024
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** 8. CONTACTING US
**** We are Generac, a leading energy technology company committed to powering a smarter world.
** Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new  the role of Supervisor IT Support Operations working onsite in Waukesha, Wisconsin you will be part of the Infrastructure and Enterprise Architecture team.

The Supervisor, Support Operations is responsible for the daily execution of our IT support services, and manages the holistic delivery of end-user support. This includes operational governance of outsourced Managed Service Providers (MSP) for Tier 1 issues and direct leadership of the internal Tier 2 Field/Deskside technicians. The Supervisor ensures that incidents are resolved within SLA, VIPs receive white-glove support, and the operational logistics of the support lifecycle are executed flawlessly.
** Major Responsibilities
**** MSP Governance (Tier
1)
*** Serves as the daily operational point of contact for the Service Desk MSP
* Monitors real-time dashboards to ensure vendors meet Speed-to-Answer and First-Call-Resolution targets
* Conducts regular ticket audits to ensure the MSP is troubleshooting effectively before escalating
* Holds the vendor accountable for ticket quality and adherence to processes
** Field & Deskside Leadership (Tier
2)
*** Leads the internal team of Deskside/Field Technicians, manage shift schedules, prioritizes daily dispatch tickets for physical repairs, and ensures coverage for manufacturing plants and office locations
* Oversees the "White Glove" support process for Executives and VIPs, ensuring Tier 2 technicians prioritize these requests with high urgency and professionalism
** Incident Management & Escalation
*** Acts as the primary escalation point for frustrated users or stalled tickets
* Facilitates the "warm handoff" between the remote MSP (Tier
1), local Field Techs (Tier
2), and other support teams to prevent tickets from bouncing back and forth
* Serves as the communications lead for the support team during outages, ensuring the Service Desk has the correct messaging to provide to calling users
** Operational Logistics
*** Oversees the logistics of new hire setups and equipment collection, ensuring tight coordination between the MSP and physical asset teams
* Reviews escalated tickets to identify gaps in Tier 1 training
* Creates and approves KB articles that empower the MSP to solve more complex issues without escalating to Tier 2
** Minimum

Job Requirements
**** Education
* ** Associate’s degree in Information Technology or related field; or equivalent work experience
** Work Experience
*** 5+ years of experience in IT Support or Service Desk operations
* 1+ years of experience in a team lead or supervisory role
** Knowledge / Skills / Abilities
*** Experience working with (or within) a Managed Service Provider (MSP) environment
* Strong proficiency with IT Service Management (ITSM) tools (Service Now, Jira Service Management, or Fresh service)
* Experience leading field technicians or deskside support teams
* Strong conflict resolution skills for handling escalated user complaints
** Preferred

Job Requirements
**** Education
* ** Bachelor's Degree in Computer Science or Information Technology
** Certification / License
***…