IT Service Supervisor

Responsibilities

• Supervise assigned support staff including hiring, performance evaluation, and disciplinary action.
• Train staff on operational procedures and troubleshooting techniques.
• Schedules support coverage appropriate to the changing needs of the park.
• Oversees service desk functions.
• Accountable to establishing and meeting service level agreements.
• Gather and analyze metrics to benchmark the helpdesk workload/performance.
• Maintains a broad technical understanding including ability to analyze and troubleshoot network, computer hardware, operating systems, and application issues.
• Develops and maintains an equipment lifecycle that includes the acquisition, deployment, repair, and disposition.
• Maintains an accurate equipment inventory.
• Works with IT Manager to identify and prioritize division IT equipment needs and request.
• Ensures equipment standards are met.
• Identifies problem trends in order to ensure permanent solutions to recurring problems are identified and associated solution developed.
• Recommends and implements measures to improve reliability and efficiency.
• Accurately articulates and communicates pertinent information.
• Serves as one of the around the clock contacts for all related support issues, providing advanced level technology support.

Qualifications

• Education: Equivalent work experience may be substituted for some of the above education.
• Required: Vocational / technical training Field of study: Information Technology Field of study: Computer Systems
• License, Certification, or Other: Type: ITIL Foundations License: Preferred Type: A+ Type: Driver's License- preferred
• Experience: 6-8 Years preferred