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
Acts as team contact when manager is not available for escalation, meetings, day-to-day operations to include 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
Ability to supervise technical staff and understand and escalate technical issues
Ability to meet scheduled task requirements within assigned deadlines
Preferred Qualifications:
1 year or more 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