IT Field Support Supervisor

Overview

The IT Site Supervisor serves in a lead role for performing complex technical work in the support of servers, applications and databases and site infrastructure for the location. This position interfaces with corporate networks, PBX, Windows administration, database and application teams in addressing specific problems/issues encountered within the location. Responsible in leading the IT Site Support Technicians.

Responsibilities

• Provides complex technical support in systems administration including installation, configuration and maintenance of enterprise software, applications, databases, and servers; researches, troubleshoots and resolves problems related to identity management, email, mobile devices, internet issues, document management, systems availability or performance, or related issues; ensures appropriate security measures are in place for individuals and departments; installs and configures network operating systems. Coordinates with IT Site Support Technicians to ensure documentation is complete and prepares status reports as necessary.
• Responsible for the effective supervision and administration of IT Site Support Technicians including prioritizing and assigning work, performance management, employee relations, and related activities
• Serves as project POC for system-wide upgrades, to include the conversion and maintenance of the location’s server operating systems; identifies, researches and develops solutions for system performance issues
• Responsible for developing and administering disaster recovery plans related to information systems and identifies system critical data within departments to ensure sustained operations in the site; develop document management systems and establish and maintain regularly scheduled backups of all stored data as required by specific regulations and policies
• Monitor and/or assist IT site support technicians in the installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices, laptops and software applications.
• Assumes accountability for generators at location and ensures preventative maintenance occurs on a regular basis
• Supervise location level implementations of new PC hardware, application rollouts and client specific ramp activities as it relates to the desktop environments.
• Assists in Addressing any issues related to phone systems within the location
• Develop standard procedures and supporting documentation for the department
• Troubleshoots all issues related to IT functions within location, including any and all last minute projects/requests
• Understands need for availability (onsite/offsite/remote access) during normal workdays, during evening/overnight hours and on weekends
• May perform other additional duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree in Computer Science or other related degree.
• 3+ years of experience in end-user PC’s operating systems and related enterprise software with some lead or supervisory experience, or an equivalent combination of education and experience