Job Description:
- Supervises a team of Tier 2 Desktop Technician personnel, including resource management and planning, hiring, development, training and performance coaching.
- Provides guidance and support to staff to ensure departmental objectives are achieved.
- Monitors ticket queue to ensure Service Level Agreements (SLA's) are met and that proper documentation procedure is followed.
- Ensures proper support processes and standard operating procedures are documented and followed to ensure timely resolution of technology issues.
- Participates in and facilitates IT meetings with internal customers and other support staff.
- Ensures proper inventory management of technology equipment including maintaining stock of imaged desktops, laptops, tablets.
- Escalates incidents to proper internal IT teams as needed.
- cts as team contact when the manager is not available for escalation, meetings, and day-to-day operations including on-call coverage.
Required Qualifications:
- Undergraduate degree or equivalent experience.
- 2+ years of supervisor experience in a technical setting.
- Demonstrated leadership experience with the ability to lead and direct others to achieve or exceed individual and organizational goals and objectives.
- Experience supporting executive or VIP level customers.
- bility to supervise technical staff and understand and escalate technical issues.
- bility to meet scheduled task requirements within assigned deadlines.
Preferred Qualifications:
- 1 plus year in a tech lead or team lead role helping with hiring, performance reviews and coaching staff.
- Experience creating technical documentation and Standard Operating Procedures (SOPs).
- Previous experience in a supervisory or manager type IT role.
- Technical certifications including CompTIA, HDI, or Microsoft Certifications.