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Position Summary:
The Associate Supervisor – ITSS position is an excellent opportunity for career-minded and goal-oriented individuals to provide exceptional managed IT services to our partners. The Associate Supervisor’s primary responsibilities include managing a team of IT Support Specialists supporting Windows desktop, MAC OSX and Windows server operating systems through performance management metrics. The position will ensure that the corporation’s Windows/MAC environments are maintained according to industry best practices.
Leadership tasks for the team include monitoring daily work activities, coaching, and, if needed, correction.
Primary Responsibilities, Essential Functions and Requirements:
- Supervision and mentorship of employees at local and remote locations
- Partner with Support Services Leadership to develop and implement strategies and training initiatives to increase ITSS effectiveness
- Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service
- Provide periodic review of employees that includes coaching customer service, technical ability and additional skill building as determined during review (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on an annual basis)
- Responsible for mid and year-end performance reviews and regular reporting to Leadership as needed
- Sustain project updates and status reports to leadership on regular basis
- Maintains strong understanding of client’s environments, including but not limited to software applications, learning management systems, and account creation procedures
- Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems
- Maintain and enforce the asset refresh program to keep technology in an up-to-date fashion
- Maintain desktop application inventory and assist with software licensing maintenance
- Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase
- Define and maintain security procedures and policies; enforce these policies with ITSS team members
- Monitoring, supporting, and troubleshooting systems issues
- Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
- Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer
Requirements
Experience and Qualifications:
- Relative industry certifications are considered a plus
- Operations experience
- Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties
- Minimum of 3-years management or lead experience
- Ability to work a flexible schedule that may include nights and weekends
- Strong communication skills and proven track history of excellent customer service
- General knowledge of the higher education industry preferred
- Strong analytical and problem-solving skills
- Strong PC & MAC troubleshooting skills
- Familiarity with multiple operating system platforms, specifically O365 or Google environment and W11/Apple
- Server operating environment troubleshooting skills
- Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
- Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications and removals
Education, Certifications and Licensures:
- Bachelor of Science, Computer Science, MIS degree or equivalent experience
