IT Support Supervisor

Experis Logo
Experis
Saint Paul, United States
115000 - 135000 EUR / Year
  • Environmental
  • FullTime
  • Shift
  • Weekends
  • Applications have closed

Requirements

Must have:

– A bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. – A proven track record of 2-5 years in IT support roles, showcasing a strong technical foundation in troubleshooting desktops, laptops, printers, peripherals, and software applications. – Previous experience in a leadership or supervisory capacity, demonstrating the ability to motivate, nurture, and guide a team of technical professionals. – Exposure to remote support technologies and tools, including experience providing support to remote locations across North America, as well as managing remote support staff. – Exceptional communication and interpersonal abilities, enabling effective interaction with users at all organizational levels. – Strong root cause analysis and problem-solving skills, accompanied by a robust customer service orientation, dedicated to delivering high-quality support in a dynamic environment. – Demonstrated adaptability to rapidly evolving environments and shifting priorities. – Availability for 50% travel within the U.S. and Canada, including occasional weekends during special project implementations, coordinated in advance.

Responsibilities:

  • I will supervise and lead the internal IT support technicians, providing direction, coaching, and assistance to ensure the delivery of efficient and effective technical support services. – I will manage IT support tickets by prioritizing and assigning them to team members, while monitoring ticket queues to ensure prompt resolution and compliance with SLAs, including offering hands-on support for technical and end-user issues. – I will act as an escalation point for complex technical concerns, providing guidance and support to team members and our managed service provider while collaborating with other IT teams to facilitate resolution. – I will coordinate with other IT teams and departments to ensure seamless integration and alignment of support services from both internal staff and our managed service provider with organizational goals and priorities. – I will continuously assess and enhance IT support processes, procedures, and tools to boost efficiency, productivity, and customer satisfaction. – I will identify opportunities for automation and streamlining of support tasks, utilizing technology and best practices to optimize service delivery. – I will participate in Major Incident Management calls with our managed service provider to ensure that significant incidents affecting business operations are resolved promptly and will represent our company as the central point of contact during these calls. – I will manage the lifecycle of IT workstations and other end-user compute devices, including tablets, scanners, and label printers, from procurement to disposal, working closely with the IT support team to refresh 20% of systems annually. This includes performing PC ordering, building, and shipping. – I will maintain all end-user compute devices in the asset management database and execute the organization’s hardware lifecycle strategy. – I will serve as the primary contact for our Managed Service Providers regarding all service incidents, requests, onboarding processes, and escalations. – I will assist with special projects and initiatives as directed by management.

Company:

This Technical Support Manager position is located in St. Paul, MN, and involves overseeing the daily operations of the IT support team and the services provided by our managed support provider. It requires a combination of technical expertise, leadership skills, and a passion for delivering top-notch support to end users. The role involves approximately 50% travel to other company locations across the U.S. and Canada. If you’re intrigued by this opportunity and wish to learn more, we encourage you to apply now. A recruiter will reach out to discuss this exciting position with you. We look forward to speaking with you! About Us: We are part of ManpowerGroup, a leading global workforce solutions company dedicated to helping organizations adapt in a rapidly changing work environment by sourcing, assessing, developing, and managing the talent they need to succeed. We take pride in creating innovative solutions for countless organizations annually while providing meaningful, sustainable employment for millions across various industries and skill sets. Our family of brands, including Manpower, Experis, Talent Solutions, and Jefferson Wells, has been creating significant value for candidates and clients in over 75 countries and territories for more than 70 years. Our commitment to diversity and ethical operations has been recognized consistently, affirming our status as a preferred brand for in-demand talent.

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