IT Customer Support Supervisor

Company: Visium Resources, Inc.
Location: Sanford
Posted on: June 14, 2022

Job Description:

Job Description 9854 Introduction Visium Resources has been asked to identify qualified candidates for this IT Customer Support Supervisor position located in Sanford, FL. This position is a contract to direct hire opportunity which is expected to be on-site for a duration of six to nine months prior to conversion to direct hire status with our client. Summary The IT Customer Support Supervisor will be responsible for daily leadership and supervision of the Information Services (IS) Service Desk and Deskside support teams. Professional and technical work in the management and implementation of service desk, desktop, and mobile device services in an enterprise environment. Responsibilities include ensuring teams work efforts support the Client Services Program Manager and Department initiatives and goals. Position works in coordination with other IS technology teams to deliver technology solutions and support customer business needs. Job Description: Implement, and manage technology services to include all aspects of service desk, and desktop support in an enterprise environment. Determine root cause of issues by researching and resolving complex issues, interacting with multiple systems, vendors, and departments. Develop and maintain installation, operations, and configuration procedures. Collaborates to create/manage support documentation, knowledge articles, and training materials to ensure that all information is current. Manage operating system updates, patches, and configuration changes. Contribute to implementing methods that provide consistent communication across teams or departments and being a focal point of disseminating information from team to team. Manage contracts, communication, and day to day compliance of IT services ensuring resources perform optimally as part of the larger Information Services team. Regularly perform audits of calls and work orders to use as a resource to better identify areas for training needs to ensure a positive experience for the customer. Manage technology life cycles, capacity planning, incident/problem management, change management, and service operations for team's technology systems. Recommend enhancements to IS security posture and ensure adherence to teams IS security procedures. Develop and assess ongoing performance metrics to realize efficiencies and improve processes for service delivery. Ensure work order SLA's are achieved, projects are on schedule, and customer's needs are met. Perform as a project manager on technology projects ensuring proper resources are utilized to support customer needs. Maintain a proactive role understanding and evaluating emerging technologies and matching them with needs of the organization. Act as a liaison on special projects including assisting other departments with the configuration, installation, and interoperation of equipment. Must possess excellent oral and written communication skills and be able to organize and prioritize tasks successfully. Provide technical and professional support, guidance, and development for Information Services staff. Initiate and recommend hiring, termination, performance evaluations, disciplinary action and/or commendatory actions for assigned personnel. Develop and make recommendations to the Client Services Program Manager for the establishment of operating policies and procedures. Assist in the preparation of the operating budget for the team and make recommendations to the Client Services Program Manager for improvements or new initiatives. Qualified candidates would have the following: Associate Degree in an associated field and (5) years' experience in Information Technology customer support including (2) years' experience in Information Technology related supervision. Microsoft certifications, training, and experience commensurate with job role a plus. Must have ITIL certification or be willing to attain this within 12 months of hire. NOTE: A comparable amount of education, training, or experience may be substituted for the minimum qualifications. Ability to create detailed service metrics to help enhance service delivery, efficiency, and improve the customer experience. Extensive knowledge of IT service delivery, work order management and time management. Must possess excellent soft skills and have the ability to effectively communicate with technical staff, business staff, and management. In-depth experience with the capabilities, configuration, and management of Microsoft desktop operating systems, desktop hardware, and client endpoint device management. Ability to recognize, diagnose and correct technology systems operating problems and recommend solutions to realize efficiencies. Must be able to learn new concepts quickly and resolve complex technical problems effectively. Must possess and maintain a valid Florida Driver's License. Company Description Visium Resources is an award-winning employment firm with a mission to match talented individuals with highly successful organizations. At Visium, our company---s success is based on your success. When you work with us, you are never ---just a number---. You are our most important asset. Here, you will know us by name through our regular visits to client sites and even occasional luncheons. We will always be there when you need assistance and will always go the extra mile to ensure that you are as successful as possible. Whether you're looking for contract, contract-to-hire or permanent opportunities, we firmly believe there is no employment agency that will work harder for you than Visium. Visium Resources is an equal opportunity employer and values diversity. All employment is decided based on qualifications, merit and business need.

Keywords: Visium Resources, Inc., Sanford , IT Customer Support Supervisor, Other , Sanford, Florida