RBA IT Operations Supervisor

ROSENBAUER STATEMENT

At Rosenbauer we pride ourselves on providing top-of-the-line fire apparatus, created with state-of-the-art technology for more than 150 years because when lives are at stake anything less is unacceptable. As the world's largest manufacturer of fire equipment, we make sure our vehicles, production teams, and service personnel are ready to do what is necessary to keep communities safe.

POSITION SUMMARY

The IT Operations Supervisor oversees the Operations and Help Desk areas of IT by providing daily supervision and guidance to IT Technicians. This position will also be responsible for monitoring KPIs, setting SLAs, and being the point-person for end users.

ESSENTIAL FUNCTIONS

All employees are required to support Rosenbauer's Mission, Vision, and Values. The following are the essential duties of this position and do not include marginal functions that are incidental to the performance of fundamental job duties. The scope and duties of a given position may change or be temporarily altered based on the business needs of Rosenbauer.

Monitor and measure KPIs; set, review, and revise SLAs

Work with vendors as necessary to ensure all KPIs, SLAs, and IT objectives are met.

Set daily, weekly and monthly goals for all IT Technicians.

Direct management responsibilities for IT Operations and Help Desk staff including providing daily supervision, direction, and prioritization.

Coordinate with the Director of IT to establish strategies and roadmaps for IT service delivery.

Responsible for timely and effective IT support and services; point-person for end users.

Performs other duties and responsibilities as required by the supervisor to meet the needs of the department.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA'S):

K

Knowledge, Education, and/or Experience:

• High school diploma required.
• Associate Degree in Computer Support required.
• Bachelor's degree in computer support or related preferred.
• 2 years of help desk experience required.

S

Skills:

Language:

• Strong written and verbal skills, including the ability to follow written and verbal directions.
• Able to read, analyze, and interpret general business periodicals, professional journals, technical reports/procedures, and government regulations.
• Able to write reports, business correspondences, and procedure manuals.

Math:

• Able to calculate amounts of discounts, interest, commissions, proportions, and percentages.

Computer:

• Efficiently work in Sage, Paycom, Windows, Microsoft Office Suite, specifically Word, Excel and Outlook.
• Able to enter data efficiently and accurately over long periods of time.

A

Abilities:

• Able to manage multiple diverse projects.
• Able to recognize the importance and adhere to all safety policies to promote a safe working environment.
• Able to work well with minimal supervisor and in a team environment.
• Analytically and highly motivated individual, with acute attention to detail.
• Able to handle sensitive or confidential information with discretion.

OTHER QUALIFICATIONS

CHECK IF APPLIES

Give Examples as Necessary

Driving- license

Driving
- Own Vehicle

Hours of work
- Ability to work evenings and/or weekends occasionally

x

As needed to support department needs.

Travel
- Local

Travel
- Overnight

Travel
- Prolonged Periods

Qualifications
- Other

EOE, including disability/veterans.