Sup, Customer Technology Svc

Job Location: 30 Corporate Woods, Brighton, New York, United States, 14623

Full-time, 40 scheduled weekly hours

Pay

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries will be set within the range of $64,200.00 - $96,200.00, determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise, and internal equity.

Responsibilities

• Provides project management, data gathering, analysis, guidance, tracking, budget reconciliation, ordering, and overall support to the customer technology team.
• Manages day-to-day operations of the team, overseeing all unit project work and aligning resources as needed.
• Works with customers to evaluate needs, transform them into IT solutions, and implement them.
• Responsible for orders and overall status of equipment, monitoring maintenance programs of technicians and following up as needed.
• Provides direction and supervision for technical support staff to ensure quick response to problems and quality services.
• Allocates and assigns personnel and technical resources to meet departmental and organizational needs.
• Recruits, schedules, and evaluates personnel.
• Serves as a project manager, aligning with the Project Management office and customers to understand business requirements and interpret them into IT solutions.
• Assists with quotes and completing requisitions as needed.
• Coordinates IT support efforts with other departmental groups to provide consistent support types and response, maximizing total IT resources.
• Develops, oversees, and participates in unit maintenance as appropriate, keeping hardware up to date and functional.
• Oversees unit peripheral inventory, orders replacements, and allocates to respective budgets, providing reports to departmental finance personnel regularly.
• Ensures inventory remains stocked at appropriate levels, monitors exchanges of equipment between locations, and manages the RMA process for equipment with various vendors.
• Trains the customer technology team on more advanced technical tasks.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
• Runs reports to provide management with data as needed for red teams, crisis management, workload considerations, and patterns.
• Develops, organizes, and maintains documentation for reference.
• Utilizes knowledge of hardware and software to resolve first-level issues received directly from customers or through the Service Desk.
• Monitors BCA issues, compiles lists, and resolves or assigns them to staff as appropriate.
• Other duties as assigned.

Requirements

• High School diploma or equivalent and 5 years of related experience required.
• Associate's degree preferred.
• Equivalent combination of education and experience considered.
• 1 year of leadership in a supervisory or managerial capacity preferred.

Skills

• Strong communication skills with the ability to create clear, concise, and prompt communications, remain patient and calm, and manage customer expectations.
• Exceptional customer service skills and ability to respond appropriately to environment and audience.
• Ability to diffuse difficult situations.
• Strong follow-through skills with the ability to manage multiple initiatives simultaneously.
• Ability to contribute both individually and provide technical leadership as part of a team.
• Ability to interact with all levels of staff to communicate and process technical changes.
• Strong problem-solving skills.
• Ability to travel between work sites.
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends, and holidays.
• Knowledge of project management principles and ability to handle competing priorities preferred.