IT Desktop Support Supervisor

IT Desktop Support Supervisor

Masonicare Corporate Services - Wallingford, CT

Day Shift / 40hrs/wk

The Desktop Support Supervisor will help support the IT Security Program as well as supervise two teams; one is the IT Service Desk/Call Center and the other is the IT Desktop Support Technicians. 

The Desktop Support Supervisor will lead a wide variety of Security Technologies including; tools that safeguard the organization’s computer networks and systems. The Desktop Support Supervisor’s foundation skill set also has network and server knowledge as he/she will work interactively with Masonicare’s network team.

The IT Service Desk/Call Center and IT Desktop Support teams will be responsible for the operational activities in assisting all Masonicare technology users.  The Supervisor will lead, supervise and mold the IT Service Desk/Call Center, along with the IT Desktop Support team into an integrated, high performing, and customer-focused team.  This individual will be responsible for managing both teams of support personnel who troubleshoot IT issues for Masonicare and ensure incidents and requests are recorded using IT Service Management (ITSM) software to track Service Desk and IT service delivery.  This employee will provide regular and periodic metric reports to IT Management in measuring effectiveness and efficiency of defined Critical Success Factors (CSF) and Key Performance Indicators (KPI).  They will make recommendations to ensure staff are properly trained and capable of meeting Service Level Agreements and Operational Level Agreements (OLA) for operational activities and projects. They will lead team meetings to ensure that personnel are knowledgeable of the direction of the team and that priority issues are properly addressed.      

Essential Duties and Responsibilities:

1. Work closely with the Network & Security Administrator to provide input on how to carry out the organization’s IT Information Security Program, strategy and projects.

2. Responsible for educating the Corporations workforce on computer technology (including Cybersecurity) through training and building awareness.

3. Install, implement, upgrade and utilize IT security tools and appliances that assists in safeguarding the Corporation from intrusions, and monitor systems of irregular system behavior.

4. Participates in incident response activities (including breaches) to minimize the impact, provide post incident investigation and report findings to IT management.

5. Responsible/oversee account management; including but not limited to account creation, account termination, account access, file permissions, and other access/permissions.

6. Oversees badge access software system, door readers & strikes, cameras, and other physical security needs necessary.

7. Manage daily activities and responsibilities of the IT Service Desk/Call Center and Desktop Support Teams, inclusive of support schedule and work assignments.

8. Ensure that service records are thoroughly and appropriately documented, addressed, escalated, and communicated with requestors and affected end users.

9. Oversee the Service Desk’s ITSM tool to ensure that all teams are following documented processes and meeting SLA and OLA, including review of unresolved incidents and requests.

10. Develop and manage escalation procedures to address complicated support issues and serve as escalation point for team members, to ensure that SLA’s are maintained. 

11. Develop and maintain an effective communication plan between the Service Desk and its targeted audience, including serving as the Service Desk’s Point of Contact for communication during service outages.  

12. Develop and maintain a Continuous Service Improvement program to address trends involving workflow inefficiencies, record inaccuracies and customer service concerns.

13. Lead and/or contribute in IT projects, including support of desktop upgrades, technology-driven business process change, and service improvement projects.

14. Develop team members’ technical and interpersonal skills through coaching, mentoring, and counseling during regularly scheduled one-on-one meetings, team meetings, training sessions, and competency evaluations. 

15. Author and maintain system documentation, including Standard Operating Procedures for the Service Desk and Desktop Support teams as well as review of Knowledge Base documentation submitted by all IT staff to ensure accuracy and consistency with departmental standards.

16. Implement and maintain hardware and software inventory system.

17. Participates in the rotation to provide non-business hours support and on-call duties as scheduled or needed to meet business requirements.

18. Participates in telephone calls, conference calls and providing remote support via computer as needed or required during both business and non-business hours.

19. Performs other duties as assigned.

Minimum Qualifications:

Education:      Bachelor’s Degree in Computer Science or related discipline or a related discipline or Associate’s Degree plus equivalent combination of experience or Education al IT Professional Program plus equivalent combination of experience.

Experience:

• Experience in IT Security/Cyber Security Field
• Experience in IT Service Desk and Desktop Support teams
• 5+ years of experience with Microsoft Desktop Operating Systems 

• Experience administering and maintaining ITSM tools for tracking issues resolution
• Experience with implementation of best practices and procedures, especially ITIL, for a service delivery operation within a regulated environment.

• Demonstrated ability to solve complex problems
• Experience with documentation and communicating with both technical and non-technical staff

Qualifications:

• Strong organizational management, customer service and communication skills required.
• Demonstrated leadership skills reflecting the ability to work collaboratively across teams and build consensus among a variety of stakeholder groups. 
• Excellent interpersonal and communication skills (i.e. written and verbal); including the ability to communicate and document complex business issues.
• Demonstrated ability to follow standard practices and procedures and provide solutions using readily available knowledge resources
• Must be a committed team-player working in a dynamic environment and able to move between various business process and projects and adapt to changing needs and new initiatives.
• Highly organized, procedural and well planned approach to work and management.
• Extensive knowledge of IT process standards and frameworks, with ITIL or other service methodologies highly desirable.
• Excellent troubleshooting abilities and problem severity assessment along with assigning priorities in a high-pressure environment
• Understanding of networking and security concepts (WAN, LAN, TCP-IP) Remote Access (VPN, RDP)

Certificates, Licenses, Registrations: 
            ITIL or other similar Process Oriented Discipline