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IT Support Supervisor

  • Location: Jacksonville, 32256
  • Job Type:Permanent

Posted about 1 month ago

Position: IT Support Supervisor
Term: Direct-Hire
Location: Jacksonville, Florida

As part of the TechOps End User Services Team, the position will provide technical leadership and supervision of assignments to site support associates and contractors for end-user related issues and requests regarding the vehicle processing and parts distribution facilities.  This includes advanced understanding of hardware and software related technologies specific to these locations.  The position can be a contact for end users and fellow technical associates to receive support even if an issue is not within their direct area of responsibility.  The position is expected to seek resolution on behalf of the team and execute superior collaboration while doing so.  The EUS Supervisor for VPC/PDC is the key to removing roadblocks between technical teams in order to support predefined Service Level Agreements. The person will set an example of the Core Values for associates, vendors, and contracted resources.  
 
The position is also expected to perform the following functions: 
 
  • Demonstrate vision and deep expertise within their domain 
  • Have a broad understanding of the surrounding or related domains 
  • Tie together SET and IT goals regarding endpoint services and equipment 
  • Thought leadership vs critical thinking skills to solve problems 
  • Uses advanced analytical skills to evaluate a variety of solutions to problems or situations within their assigned section 
  • Takes a logical and methodical approach leveraging judgement and experience to select the best solution based on business and technical needs 
  • Viewed by SET leaders and BUIT team members as a trusted advisor for their area of responsibility using skills in listening, negotiation and facilitating consensus 
  • Negotiates the best possible solutions and outcomes. Facilitates cooperation and open discussion among stakeholders with whom they interact 
  • Is recognized as a subject matter expert within their domain and provides guidance to others on how to best accomplish complex tasks and challenges 
  • Teaches by example in their actions and activities. 
  • Lead and participate in high performance team and contribute to team’s goals and objectives 
  • Apply advanced understanding of company and department goals to help the team remain successful 
  • Manage relationships with vendors and managed service providers by ensuring assigned tasks are completed on schedule and with accuracy. Work to keep the vendors in alignment with their contractual SLAs 
  • Provide superior customer service through: 
    • Interacting with other internal departments and external partners to resolve customer issues and accommodate customer requests 
    • Maintaining customer relationships across all lines of business for daily operational issues and requests 
Requirements
  • 7-10 years' experience or equivalent bachelor's degree 
  • Site support experience including related infrastructure technologies and whole site accountability 
  • Self-motivated individual with desire to enhance their knowledge and continually develop their leadership skills 
  • Excellent customer service skills 
  • Strong written and verbal communication skills at all levels (i.e., Executives and High-Touch Specialty Departments) 
  • Able to multitask and operate in a fast-paced support break/fix environment 
  • Ability to work on tasks independently, assign and track tasks with team members, and assess and execute with minimal direction 
  • Ability to work with and manage vendors and managed service providers  
  • Ability to serve as an escalation point for co-workers and single point of contact within IT for an entire site 
  • Understanding and application of service management methodologies 
  • Understanding of current technologies and best practices in the information technology industry 
  • Positive team attitude with ability and desire to help the team continually improve 
  • Industry certifications are a plus 
  • Some travel required 
Technical Skills
  • Hardware - PC, Laptop, Apple, Digital and VoIP Desk Phones, Telecom wiring, Printers, Peripheral equipment, Wireless Access Points 
  • Operating Systems - Windows and Mac OS variants 
  • Specific Technology Products - Ethernet and Voice/Data Cabling, Networking and TCP/IP concepts, Apple Mobile devices (iPhone/iPad), Thin client hardware,?Azure Active Directory administration/troubleshooting, Intune Policy troubleshooting, Hardware imaging 
  • Applications - Microsoft Applications (Office, Visio, Project, IE), Citrix XenApp, Citrix XenDesktop, Adobe products, Apple and Google Applications 
  • Special Skills – Not required, but a plus:   
    • Intune 
    • Scripting (administrative tasks) 
    • Meraki Wireless Access Points 
    • Cloud-based VOIP administration 
    • Citrix XenDesktop 
    • Audio and Video Conference Hardware 
    • A/V Equipment