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IT Support Supervisor


Irving, Texas


Job Type: FT


Rate: DOE


IT Support Supervisor Job Opening in Irving, Texas - IT Support Supervisor supervise and support a small team of corporate it support technicians, which includes but is not limited to, assigning tasks, training, evaluating work, monitoring attendance and developing new processes and procedures to further streamline the support experience for 700 + users. serve as the subject matter expert and escalation point for team providing in-depth technical support on a wide range of technologies, such as desktop computing, application installation and support, telecommunications, mobile device management and basic networking for end-users. duties and responsibilities ? analyze and identify opportunities to eliminate or streamline common incidents and service requests through process improvement, task automation, and employee self-service ? develop process and oversee project to upgrade 700 workstations to windows 10 ? establish revised secure process for identifying and applying permissions and access to new hires ? possesses the drive and willingness to constantly review environment for technical debt and inefficient processes. bring forth recommendations to remediate these items ? responsible for overall end user device implementation and integration working closely with infrastructure, it management, vendors, and stakeholders ? act as first level escalation point for corporate it support team during incidents or service requests that require advanced troubleshooting or understanding of the technical environment. ? support 500 voip and digital desk phones ? ensure all requests are entered, tracked and worked through the ticketing system ? assess skills of corporate it support team, provide input into the detail oriented development plans to help them acquire the skills needed to support the business and systems effectively ? develops and leverages staff for creation of project work and tasks, manage requests through monitoring resource assignment and prioritizing with stakeholders ? support mobile device management platform and associated mobile devices ? assist or lead implementing it plans and projects according to the overall corporate it strategy ? assist in the development, maintenance, implementation and changes of department sla ? monitor desktop support team?s ticket queue and assign tasks to team members, ensuring a balanced workload across the team ? develop on call rotation to ensure high priority requests are worked and tracked after hours as needed ? attend and contribute to weekly team meetings, review outstanding issues, support trends and upcoming projects ? answer, evaluate, prioritize and log incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking and other computer-related technologies ? prepare weekly, monthly and quarterly statistical reports ? contact software and hardware vendors to request service regarding defective products ? image and installation of desktop and laptop computers, software and peripheral equipment ? oversee and optimize it portion of employee onboarding and offboarding process ? support information security initiatives and ensure support team processes are in line with ace security standards ? assist in the preparation of annual budget for department ? be available to work outside of normal business hours to support important projects to be considered for this position, please send an up to date resume to requirements knowledge skills: ? experience working in a service desk environment supporting 500+ customer-base across multi-site organization is required ? experience with developing, implementing and executing employee onboarding and offboarding processes and procedures is required ? must be proactive and have a best practice mindset ? experience or knowledge of pci compliance is preferred ? knowledge of itil concepts including service management and service delivery and experience working within the itil framework for incident, problem, change, or service management is preferred ? experience with basic administration of windows server 2008r2, 2012r2 and 2016 is preferred ? experience with windows active directory, ldap, and group policy is required ? experience with enterprise deployment systems and enterprise monitoring and reporting systems is preferred ? experience with mdm solutions and auto enrollment is preferred ? experience supporting apple ios devices is preferred ? experience with ip based pbx, moves, adds and changes is required ? fundamental understanding of tcp/ip, dns, dhcp is required ? experience with terminal services/remote access products is required ? experience supporting common desktop operating systems (microsoft windows 7 and 10, macintosh os) is required ? experience with microsoft office applications is required ? strong active directory administration experience is required ? experience with exchange online and office 365 suite is required ? possess the willingness and drive to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals

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