IT Service Desk Supervisor

Profile

Primary Responsibility
Responsible for the day-to-day operations of the Information Technology (IT) Support team including, day-to-day work assignments, queue management, training, coaching, organizing, planning, and other staffing operations. The incumbent in this position will provide technical expertise in the client environment including, Windows, Apple, Android environments, VoIP phones and printer/MFP.
Essential Duties and Responsibilities:
Responsible for four-five IT Client Support Technicians, planning and coordinating the professional development and training of the staff including, mentoring, providing recommendations for enhancing approaches for support services, providing feedback to management on individual team member’s performance and collaborating with other cross-functional groups.
Manage ticket queue to ensure requests are prioritized and assigned, and escalate or resolve the service requests within established SLA standards.
Serve as technical escalation point for others on the team, mentoring non-senior members on technical skills and best practices while serving as an escalation point when customers are unsatisfied with the support provided.
Create and maintain IT Support metrics reports and documentation for standard policies, procedures, and practices, while developing how-to documentation, training material and FAQ lists for customers and co-workers, providing weekly status report for current projects.
Provide excellent technical and customer service for executives’ IT needs at Starz and Liberty, supporting executives during their domestic and international travel.
Responsible for understanding business concerns and needs, identifying unique opportunities and assisting in the developing solutions for customer and company needs, committing to providing superior customer service and communicating technical issues written and oral, operating in high pressure situations and successfully handling multiple priorities while remaining positive and flexible.
Lead and support Starz key identified projects including, but not limited to rollouts and upgrades, manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
Responsible for hardware standards, System Images, Desktop and Application Virtualization, system patching, anti-virus/spyware, application packaging and system management tools.
Research, test new technology, hardware, software and recommend and help implement new technology while conducting RFPs as needed.
Assist in the preparation of department budgets and business plans.
Diagnose current Windows, Apple, Android, telephony and other technology related hardware and software problems by asking accurate and concise questions in a professional and timely manner while performing and participating in problem investigations using root cause investigations and recommending and performing implementation of corrective and preventative measures.
Troubleshoot escalated issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues and repair/replace hardware as necessary.
Participate in the On-Call rotation; duties including being available 24x7 to respond to emails and phone calls during on-call period via mobile device.
Education, Knowledge, and Experience:
Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline; Minimum six years technical experience in a desktop support/system administration environment; And/or training; And/or equivalent combination of education and experience.
Strong understanding of core internet technologies, i.e. DNS, mail transport, TCP/IP and network file systems.
Strong understanding of various network technologies including cabling topologies, wireless networks, gateways, bridges, routers, switches and interconnecting LAN/WAN communication protocols.
Must have thorough understanding of Windows domain structure and Active Directory.
Exhibit strong work ethic and responsible behavior and must maintain confidentiality of information at all times.
Current Apple or Dell Hardware Certification or certification within six months of hire.
Knowledgeable in ITIL preferred.
Microsoft and/or Apple Certifications strongly preferred.
Starz Entertainment LLC
Web: ****

Company info

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