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 for leading the IT Site Support Technicians in addressing specific problems encountered at your assigned call center.

DUTIES AND 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 the 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 the location, including any and all last-minute projects/requests
• Understands the 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.

EDUCATION/EXPERIENCE:

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

QUALIFICATIONS/SKILLS:

• Thorough knowledge of operating systems such as Windows, Linux, z/OS, and enterprise server applications; thorough knowledge of networking technologies, PCs, laptops, and mobile devices. Thorough knowledge of Transmission Control Protocol (TCP)/Internet Protocol (IP), and related internet services; knowledge of Microsoft Office Suite and related software.
• Project Management – Knowledge of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives.
• Customer Service - Considerable knowledge of principles and processes for providing customer service. This includes meeting quality standards for services and the evaluation of customer satisfaction.
• Supervision - Knowledge of leadership techniques, principles, and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.
• Critical Thinking – Uses logic and reasoning to understand, analyze, and evaluate complex situations and then to research information to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to the situation. Applies general rules to specific problems to produce answers that make sense. Combines pieces of information to form general rules or conclusions
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees and all levels of management, including representatives from other departments and organizations
• Communication – Ability to communicate ideas effectively, including the preparation of reports and logs. Ability to listen and understand information and ideas being presented verbally and in writing. Ability to handle a variety of customer service issues with tact and diplomacy and in a confidential manner.
• Coordination of Work – Ability to establish and implement effective administrative programs and procedures. Ability to plan and organize daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Performs a broad range of supervisory responsibilities over others.
• Core Attributes:  strong listening skills; excellent communication and interpersonal skills; excellent written skills; ability to interface with all levels of the company and client(s); demonstrated ability to work effectively with minimal supervision as an individual and/or on a team.   This position requires a strong team player with a positive attitude and tenacity to complete tasks/projects, including being highly proactive in addressing location issues with the appropriate sense of urgency.