IT Support Supervisor

LaSalle Network has an exciting direct hire opportunity for an IT Support Supervisor located in Salisbury, MD. This position does offer relocation! This a great family-owned food and agriculture company now in its second century of growth and innovation. Lots of opportunity for growth!

Responsibilities:

• Provide day-to-day Cherwell maintenance and administration. Create new users, scripts and custom reports as requested and agreed upon by the Service One Management team. Make recommendations to management as necessary
• Accurately report on daily, monthly and annual metrics
• Monitor effectiveness of Service One (Service Desk) via scorecard and metric evaluation. Make recommendations to develop process and procedures for an effective and efficient Service One operation
• Provide group and one-on-one training as required. Create, document, and train new users on 'continually improved' SOP's, soft skill needs and any other training that focuses on our customers. Create training content with standard tools. Provide metrics on training to Manager
• Perform IT Customer Support duties as required and provide backup to all positions as needed (Service One customer support techs and IT Support Manager)
• Audit IT Support associates to ensure they adhere to service standards in resolving problems, tracking calls, documenting, and entering solution into the tracking system
• Assist with effective Escalation coordination, working with the IT Support Manger and other IT managers, where appropriate
• Ensure continued professional development for self and team members. Provides continuous feedback and delivers formal evaluations on time. Encourages community service and ARG involvement
• Lead the Change Management process and weekly Change meeting
• Lead the Problem Management process and bi-weekly Problem meeting
• Recruit, hire, and develop qualified staff to achieve the department's objectives, and develop a qualified backup and successor
• Function as part of a team of consisting of IT personnel, user department personnel, selected outside vendors, and customers
• Create or maintain accurate documentation for all systems and projects supported by the Service Desk
• Comply with all departmental policies and procedures, including Software Asset Management
• Represent the Service One team at departmental and/or business meetings
• Build relationship with vendors and assist with off-hour support. This includes providing feedback to the off-hour support vendor, attending meetings with them and being an on-call contact for escalations

Experience and Education Requirements:

• Two-year college degree in IT OR Computer Science or 4-5 years in relevant experience
• 3 years of IT experience required
• Knowledge of customer service practices, support methodologies and best practices
• Excellent organizational skills with the proven ability to independently prioritize multiple problems/initiatives of high complexity
• Exceptional customer interaction and people management ability
• Experience with Change Management and Problem Management
• Flexibility to work outside of a comfort zone and continuously learn/support new technologies and processes
• Strong communication, knowledge transfer, team orientation, and documentation skills
• Effective and accurate written and oral communication skills to communicate problems to users, peers, management, customers, and external vendors
• Ability to analyze ticket data to identify trends, ability to graph results and make planned courses of action for improvement
• Office 365 proficiency
• Knowledge to build effective Power BI dashboards

This is an exciting opportunity to join a well-established organization and play a critical role in its export operations. If you are looking for a dynamic role in a fast-paced industry, we encourage you to apply!

Thank you,

Linda Daniel
Sr. Project Manager
LaSalle Network

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.