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IT Supervisor
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Austin, TX Austin, Texas |
About this job
POSITION PURPOSE - The IT Support Desk Supervisor manages a team of associates that support incoming call volume from THD locations requiring assistance with end-user hardware and software applications. The Supervisor is in charge of leading their assigned team in their daily activities. The Supervisor provides technical, performance and development guidance to all team members. This associate is responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems before users report them or resolve existing problems quickly and professionally.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 70% Observe and monitor associate performance; provide follow up coaching and development feedback based on observations; provide resources to enable agents to perform their job to the best of their ability. 10% Create reports to capture CSR performance and give real time feedback on their performance on a daily, weekly, monthly and annual basis. 10% Select, coach, mentor and develop team to develop them professionally and increase their value to the organization. This includes: conducting fair and accurate performance reviews; providing developmental opportunities and training; ensure adequate training is provided on policy and procedures; and helping to ensure all service level goals, performance metrics and quality objectives are achieved. Facilitate team meetings. 10% Creates multi-shift schedules to meet coverage demands and manages attendance and attendance issues
NATURE AND SCOPE - The Support Desk Supervisor reports to the IT Support Desk Manager Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
YEARS OF RELEVANT WORK EXPERIENCE - 2+
PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
PREFERRED QUALIFICATIONS -
• Advanced knowledge of Support Desk tools for desk performance and operations. Tools include but not limited to, trouble ticketing system, call management, remote access, and network and server monitoring.
• Familiar with a variety of retail operations concepts, practices, and procedures.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Successfully uses a wide degree of creativity and latitude.
• Ability to evaluate system/application/network events to prevent outages
• Provide technical assistance to the user community
• Excellent communication skills
• Experienced in developing standards/procedures in conjunction with others on the team to support/enhance the team’s ability to proactively eliminate potential troubles or resolve troubles quickly
• Coordinate the department involvement in IS Operations, Network Services, L3 RTS or business projects/activities
• Participate in vendor meetings to insure their performance meets THD’s level of expectation in support of the user community
• Experienced Interviewer
• Knowledgeable in scheduling multi-shift
• Understands when to escalate/partner with HR
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Exceptional customer service skills and proven ability to perform in an unpredictable, fast paced environment Excellent people skills Hard working, self starter and a problem solver Strong organization and time management skills Excellent verbal and written communication skills
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 70% Observe and monitor associate performance; provide follow up coaching and development feedback based on observations; provide resources to enable agents to perform their job to the best of their ability. 10% Create reports to capture CSR performance and give real time feedback on their performance on a daily, weekly, monthly and annual basis. 10% Select, coach, mentor and develop team to develop them professionally and increase their value to the organization. This includes: conducting fair and accurate performance reviews; providing developmental opportunities and training; ensure adequate training is provided on policy and procedures; and helping to ensure all service level goals, performance metrics and quality objectives are achieved. Facilitate team meetings. 10% Creates multi-shift schedules to meet coverage demands and manages attendance and attendance issues
NATURE AND SCOPE - The Support Desk Supervisor reports to the IT Support Desk Manager Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
YEARS OF RELEVANT WORK EXPERIENCE - 2+
PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
PREFERRED QUALIFICATIONS -
• Advanced knowledge of Support Desk tools for desk performance and operations. Tools include but not limited to, trouble ticketing system, call management, remote access, and network and server monitoring.
• Familiar with a variety of retail operations concepts, practices, and procedures.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Successfully uses a wide degree of creativity and latitude.
• Ability to evaluate system/application/network events to prevent outages
• Provide technical assistance to the user community
• Excellent communication skills
• Experienced in developing standards/procedures in conjunction with others on the team to support/enhance the team’s ability to proactively eliminate potential troubles or resolve troubles quickly
• Coordinate the department involvement in IS Operations, Network Services, L3 RTS or business projects/activities
• Participate in vendor meetings to insure their performance meets THD’s level of expectation in support of the user community
• Experienced Interviewer
• Knowledgeable in scheduling multi-shift
• Understands when to escalate/partner with HR
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Exceptional customer service skills and proven ability to perform in an unpredictable, fast paced environment Excellent people skills Hard working, self starter and a problem solver Strong organization and time management skills Excellent verbal and written communication skills
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