IT Support Supervisor / Lead at Roth Staffing Companies in Wenatchee, Washington

Job Description:

Job Title: IT Support Supervisor / Lead


Type: Direct-hire Full time


Location: Wenatchee, WA


Salary: $65k to $80K per year DOE and Education


Cannot work C2C or with 3rd parties


Must be authorized to work in US- No sponsorship


Desription: In this pivotal role, you will play a key part in elevating technical assistance across our client's organization. You'll oversee daily operations and lead our support team, ensuring exceptional service for a diverse user base. Your primary goal will be to maintain the highest levels of technical performance and reliability in our systems and services, consistently exceeding industry standards to achieve outstanding customer satisfaction. Excellent communication skills are essential for success in this position.


Key Responsibilities

• Team Leadership: Oversee a team of IT support technicians, providing mentorship to foster effective performance and high-quality service.


• Training Initiatives: Design and implement training programs to enhance the technical and customer service capabilities of the support staff.


• Performance Monitoring: Evaluate help desk performance metrics to ensure adherence to established service standards.


• Process Improvement: Develop and maintain efficient workflows to optimize support operations, including a clear escalation protocol for complex issues.


• Issue Resolution: Manage and resolve escalated support requests, ensuring timely solutions to advanced technical challenges.


• Technical Assistance: Provide comprehensive support for desktop hardware and software, ensuring seamless operations for all staff.


• Documentation: Establish and maintain standard operating procedures (SOPs) to guarantee consistent and effective support operations.

Reporting Structure

• Reports to the Infrastructure and Security Manager.

Benefits

• Comprehensive benefits package, including health insurance, disability coverage, life insurance, and a matched 401(k).


• Paid holidays and vacation time.


• Performance incentive opportunities.


• Opportunities to expand your skills and explore new career paths.

Ideal Candidate Profile

• Experience: 3-5 years in IT support, including leadership roles in desktop support or customer service within multi-platform environments.


• Education: Bachelor's degree in computer science, information systems, or a related field, or equivalent experience.


• Technical Skills: Strong knowledge of desktop environments, networking, and the Microsoft Office suite, with proficiency in Windows and Virtual Server technologies.


• Certifications: Preferred certifications in Microsoft and Cisco technologies.


• Leadership Experience: Proven ability to effectively manage and mentor support teams.


• Communication Skills: Excellent interpersonal skills for engaging with employees at all levels.


• Self-Driven: Ability to work independently and efficiently with minimal oversight.


• Language Skills: Proficiency in both English and Spanish is a plus.


• Commitment to Quality: A strong focus on delivering exceptional service in every interaction.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chan Apply Now