IT Customer Support Supervisor
Company: Visium Resources, Inc.
Location: Sanford
Posted on: June 14, 2022
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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
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