It Support Supervisor

Profile

IT Support Supervisor

The candidate provides support/direction to staff in managing administrative issues and day-to-day oversight by evaluating and balancing workflow and prioritizing work so that customer deadlines are met. Adheres to and advises on centralized, efficient methods for managing end user systems. Provides feedback and participates in the review of the Help Desk support system, recommending improvements to service delivery. Develops, and maintains (SOP) and “how to” instructions, Help Desk operating workflows and procedures, and instructional and best practices. Delivers training to Help Desk team. Adheres to and advises on Help Desk service-level agreements (SLA). Drives accountability for adherence to established SLA’s. Engages staff in proactive identification of issues, problems, and resolutions to ensure the ability to meet the needs of the firm. Receives feedback from end users and adjusts services accordingly. Implements processes and procedures to improve first-call resolution, manages customer perceptions, and builds strong internal relationships. Coordinates escalation and resolution of issues between the Help Desk and Tier III support teams as needed. Develops, tests, and executes methodologies to address issues and increase efficiency of service response and quality; drives the integration of Help Desk/IT Service best practices with operational procedures and workflows. Provides input on annual Help Desk business plan that reflects customer and business needs with annual goals, objectives, and measurement criteria. Runs and analyzes Help Desk metrics to identify trends. Implements measurable steps to mitigate discoverable issues. Provides weekly/monthly reports to support analysts that identify current service levels and goals for improvement. Evaluates products or services as identified and recommends changes that support SLAs and advance or resolve viable customer concerns/requests. Maintains knowledge of industry trends, concepts, practices, and procedures and evaluates their impact on service delivery; participates in industry counsels/organizations to remain current on Help Desk best practices. Interviews, hires, selects, monitors, coaches, develops, and evaluates staff performance against assigned goals and objectives; makes salary and other variable pay recommendations. Supervises and manages the performance of direct reports. Approves time card submittals establishes individual and team goals and performance expectations, measures results, provides ongoing performance feedback, writes annual and 90-day reviews, and provides merit recommendations tied to performance. Identifies areas for skill and competency development and establishes development plans to address gaps and increase capability, performance, and goal achievement; creates and delivers training to support IT Services and Help Desk goals and initiatives, updating as needed. Coordinates and manages schedules of direct reports including approval of daily timecards, overtime and paid time off. Coordinates and manages On-Call after-hours response schedule with support services team members in all offices. Must have 5-10 years of experience in support services and managing staff in a professional services environment. Must be proficient with all MS Operating Systems, MS Office Suite, PC hardware, LAN architecture (TCP/IP protocol), Polycom videoconferencing, Active Directory, PC imaging, software deployment systems, and SCCM.

Company info

Robinson & Cole LLP
280 Trumbull Street
Hartford
Connecticut
United States 06103-3597
Website : http://www.rc.com/