Supervisor, IT Support Desk - Cypress, CA
Company: Atrilogy Solutions
Location: Cypress
Posted on: August 3, 2022
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Job Description:
Our client is seeking an IT Support Desk Supervisor to lead
their Technology Solutions management team. This is a full-time,
direct-hire position. The Supervisor, IT Support Desk is a member
of the Technology Solutions management team and is responsible for
the day-to-day management of the IT Support Desk. Under the general
supervision of the Manager, IT Support Desk, the Supervisor, IT
Support Desk will provide broad functional and technical expertise
to lead and motivate a diverse team of IT Support Analysts who
operate in a high demand / time sensitive environment. The IT
Support Desk team provides first level support to end-users across
a broad range of hardware and software solutions. The Supervisor,
IT Support Desk will collaborate with the Manager, IT Support Desk
and others across organization to provide world class customer
service to our users, while remaining in compliance with internal
processes that support these activities. ESSENTIAL FUNCTIONS Lead,
coach, and mentor a team of IT Support Analysts Supervise the IT
Support Desk team including recruiting, retaining, coaching, and
developing the team to provide the highest level of customer
service Manage, direct and coordinate support desk activities,
including first call resolution, incident management processes, and
assignment of Support desk duties and tasks Support established
policies, procedures, standards, and quality control processes to
assure responsive support capabilities Assist with the development,
implementation, and administration of IT Support staff training
procedures and policies Comply with all internal and external
policies and procedures Supervise resource allocations and staffing
Act as a further escalation point for unresolved or escalated
requests Stay current with changing business priorities and
re-align project work/resources as appropriate Monitor customer
support for assigned areas, ensuring that reported problems are
prioritized and addressed in a timely manner in support of Service
Level Agreements Ensure team takes ownership of user problems and
be proactive when dealing with user issues Reduce incidents by
analyzing incident trends and working with other RTS departments to
recommend solutions Ensure all requests are logged in the IT
Support Desk ticketing system Avoid unnecessary support delays by
escalating matters to management, where appropriate Build knowledge
of Reliance's business by developing a deep knowledge of its
products, processing, customers, and vendors REQUIRED & PREFERRED
QUALIFICATIONS Bachelor's degree in Computer Science, Business, or
equivalent work experience in a related field required ITIL
Certification preferred Experience with the ServiceNow incident
management system preferred 2+ years experiencing supervising or
managing a Level 1 Support Desk team required High-level of
competence with the following technologies required: Microsoft
Office products Warehouse automation products (wireless access
points, thin clients, RF scanners, and label printers) Various end
user computing devices (PCs, Laptops, tablets, cell phones, and
printers) Basic WAN and network concepts, including the ability to
troubleshoot issues to determine root cause analysis Experience
delivering exceptional customer service, including the ability to
work with people with varying technology competencies Experience
performing IT installations, configurations, and troubleshooting
computer hardware and software in accordance with IT Services
standards Ability to reach common ground and drive personnel toward
ITIL best practices in a new and growth-oriented environment Strong
and concise verbal, written, and presentation skills Ability to
convey complex information to a broad audience Excellent level of
analytical ability, communication, and interpersonal skills
required to build relationships with team members and customers to
solve problems and resolve issues A team player with integrity,
passion, initiative, and leadership ability Strong blend of
business and technical acumen High degree of initiative and
professionalism Highly organized, multi-tasking capabilities, and
commitment to detail For immediate consideration please submit your
resume in Word format, along with daytime contact information.
LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate
yourself at your own expense. Client is unable to provide H-1B Visa
sponsorship at this time. All submittals will be treated
confidentially. Selected candidate may be asked to pass a
comprehensive background, credit and/or drug screening. Principals
only, no third parties please. Established in 2000, Atrilogy
Solutions Group, Inc. provides organizations of all sizes with
high-quality, cost effective information technology (IT) and
business process consulting & staffing services. Our
industry-leading service model combines experienced project
managers with seasoned technical and functional consultants to
eliminate client uncertainty and deliver superior value and
results. Clients turn to Atrilogy for expertise in: ---IT staffing
and placement (Project Managers, Agile/Scrum Masters, Business
Analysts, DBA's, Software Engineers, Mobile Developers (iOS,
Android), DevOps, Automation, QA, Systems & Network Engineers,
Cyber Security / Information Security Specialists) ---All major ERP
& CRM packages (including Oracle, Workday, PeopleSoft, JD Edwards,
Lawson, SAP, Dynamics AX, Salesforce, Microsoft CRM, NetSuite)
---Business Intelligence, Data Warehousing, and Big Data
Integration ---Creative (Interactive Project Manager/Art Director,
Information Architect, UI/UX Designer, Web/Graphic Design) Atrilogy
has been recognized by Inc. magazine as one of the nation's
fastest-growing, privately-held companies. Headquartered in Irvine,
California, Atrilogy also has offices in Denver, Phoenix, Atlanta,
and Dallas with satellite offices in Boston, Jersey City, Las
Vegas, Seattle, and Delhi, India. Atrilogy Solutions Group is an
Equal Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, gender
expression, national origin, protected veteran status, or any other
basis protected by applicable law, and will not be discriminated
against on the basis of disability. In compliance with federal law,
all persons hired will be required to verify identity and
eligibility to work in the United States and to complete the
required employment eligibility verification document form upon
hire. #JLJ
Keywords: Atrilogy Solutions, Cypress , Supervisor, IT Support Desk - Cypress, CA, Other , Cypress, California
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