End User Computing Support Supervisor

Employment Type

: Full-Time

Industry

: Electronics/Semiconductors



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End User Computing Support Supervisor
Description
The End User Computing Support Supervisor is a key member of the End User Computing Support (EUCS) group in the Information Technology department and will serve in a variety of roles under the direction of the Manager of End User Computing. This hands-on role will oversee our team of desktop support technicians and is responsible for providing excellent desktop support services to our user and support all end user devices including desktop computers, laptops, IP Telephones, audio-visual equipment, and mobile devices.
Success in the position will require exceptional communication skills, an excellent technical background, and sound troubleshooting abilities. Additionally, the EUCS Supervisor will work closely with IT teams to implement initiatives across the organization.
Responsibilities
Desktop and Mobile
Oversee the day-to-day operations of the End User Computing Support (EUCS) team, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development.
Manage and perform supervisory duties on a daily basis for the EUCS team and ensuring procedures and processes are adhered to.
Assist team with the fulfillment of support and request tickets, including conference room setups and troubleshooting user issues.
Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI s and trends to IT leadership.
Act as an escalation point for end user requests and incidents.
Develop and oversee IT help desk knowledge base and IT policies and procedures documentation for EUCS support items.
Manage and maintain processes for IT inventory, purchasing, procurement and deployment.
Schedule desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
Manage relationships with 3rd party AV vendors
Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service
Periodic travel between sites, and after-hours support will be required
Audio Visual
Oversee and support of audio visual (AV) systems including video conference, audio conference, and presentation systems necessary to ensure successful delivery of AV services for the firm s lawyers, staff, and visitors.
Support firm visitors in their ability to utilize technology enabled for them, including: wireless guest network connectivity, guest printing, and setup of non-firm systems in conjunction with their work with firm personnel
Qualifications
Must possess a high degree of accountability. Must be capable of working independently, while at the same time demonstrating a collaborative and team work style
Technical acumen to quickly assimilate, support and provide training with new technologies in a fast paced environment
Strong communication skills with the ability to deal with stakeholders at all levels.
Collaborative approach and strong relationship building skills.
Ability to think strategically and deal effectively with competing priorities and demands.
Strong problem solving and analytical skills.
Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team.
Proven ability to prioritize and re-prioritize work due to changing business/client requirements.
Advanced technical support experience in the following areas:
5+ years experience leading a desktop support team
Microsoft Windows operating systems and Office applications (O365)
Audiovisual equipment Projection Systems, Video/Web Conferencing Software/Systems
Experience in developing and implementing ITSM/ITIL processes, metrics and documentation
Apple Hardware and MacOS
OS and application deployment tools and imaging software using SCCM 2016
Unified Communications Management Systems - CUCM
- provided by Dice

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