Information Technology Field Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise assigned direct reports to ensure that each works effectively, efficiently, and safely.
• Review and approve service reports, work orders, time sheets, and expense records to ensure accuracy.
• Maintain ITFS Lab area processes for the support of device imaging, testing and repairs.
• Maintain good inventory control processes in the management of the ITFS Stock Room/s inventory.
• Responsible for ITFS resource training and refresher courses to ensure consistency and accuracy of processes.
• Plan and coordinate small projects involving the installation, relocation, removal, or modification of equipment in existing stores.
• Participate in new store construction projects, store remodels, and store acquisitions by reviewing plans and drawings, attending meetings as needed, and supervise computer equipment installations.
• Maintain assigned company property in good working order including but not limited to company vehicle, computer and cell phone as well as maintain a good driving record.
• Perform regular 1:1 meetings and an annual performance review with direct reports.
• Coach and mentor direct reports when performance needs to be improved.
• Ensure adherence to established corporate and department policies and procedures.
• Aid in organizing problem solving between ITFS technicians and IT support teams.
• Provide timely and accurate communication of pertinent information regarding the activities of the team to the IT Technical Services Director.

KNOWLEDGE MANAGEMENT

• Oversees the development, organization and publication of documentation to provide a knowledge base to the Weis IT Field Services team.
• Identifies areas of opportunity where triage and troubleshooting documents are needed, develops, trains, and publishes documents that contribute to accurate and consistent operations within IT Field Services.
• Performs Analytics with collaboration from IT Field Services resources.
• Identifies trends and service issues and options for mitigation for review with IT Field Service team and/or IT Leadership.
• Interacts with project teams to coordinate any needed training for new types of technology services or handling of issues and ensure adequate IT Field Services coverage.
• Develops an IT Field Services resource plan to support new project deliverables being implemented into production from training of resources to go live support.

Supervisory Responsibilities

• Manages staff, interviews, hires, trains, directs, rewards, disciplines associates; appraises associate performance; and resolves associate concerns.

Qualification Requirements

• Education And/or Experience: Bachelor’s degree in computer science, Information Systems, or Computer Technology, preferred. Equivalent training and business experience with an associate degree may be substituted. Four or more years of progressively responsible experience in Information Technology application, systems, or call center management. Two (2) years’ experience managing direct reports. Knowledge of applying technology solutions (software/hardware) to accommodate business needs. Knowledge of systems analysis techniques and methodologies including troubleshooting. Exposure to Cost/Benefit Analysis. Project planning, tracking, and implementation experience. Certifications are a plus. Should have significant project delivery experience. Should have significant IT Field Services knowledge and experience.