Supervisor, IT Support

About the role

Manages a team of IT Services Technicians focusing on end user support, hardware deployment, and non-standard solutions.

Responsibilities

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Closely monitors ticket queue to provide quality assurance of tickets in progress.
• Works hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.
• Works with management to plan, coordinate, and supervise the execution of projects, work assignments, and workloads for IT technicians.
• Provides reports on IT technician activities, performance, and operational issues.
• Solves, routes, or escalates service requests to functional teams as necessary.
• Participates in identifying processes that require improvement.
• Works with IT Logistics to manage inventory of products stored within the IT Services warehouses.
• Collaborates closely with third-party vendors to build strong and long-lasting relationships.

Qualifications

• Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment.
• Thorough understanding of the Windows and Mac operating system and applications.
• Strong Hardware and software troubleshooting skills.
• Excellent customer service skills to work effectively with clients.
• Excellent organizational skills.
• Experience with standard client applications (Microsoft Office, browsers, etc).
• Ability to set priorities and be flexible in a fast-paced environment.
• Possess a hands-on approach and management style.

Additional Requirements

• Willing to travel.
• Willing to work extended hours or weekends as needed.
• Able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.

Benefits

Compensation range: $91,800 - $137,700 USD
Base salary is just one part of our total rewards package at SpaceXAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.