Manager Customer Support - IT Supervisor

Provide direct supervisory and administrative oversight to staff managing and coordinating information technology activities.

Education:

• High school diploma or equivalent.

Experience:

• 5 to 10 years of IT work experience.

Primary Job Duties and Tasks:
Responsibilities include, but are not limited to:

1. Supervising IT staff by communicating regularly, motivating, training, evaluating, and directing their work.

2. Assisting with troubleshooting computer systems and related software.

3. Learning and maintaining specialized software applications and providing technical support.

4. Supporting IT-related hardware devices such as networked printers, smartphones, etc.

5. Performing advanced troubleshooting to identify and resolve issues.

6. Installing, configuring, and supporting hardware and software related to Service Desk tickets.

7. Coordinating and providing Audio Visual (AV) and Video Conferencing (VC) support, including reserving, setting up, and troubleshooting equipment.

Job-Specific Knowledge, Skills, and Abilities (KSAs):

1. Advanced knowledge of Microsoft products, including operating systems, Office suite, and Outlook in a networked environment.

2. Expertise in software, hardware, and firmware within personal computer and LAN/WAN environments.

3. Proficient in installing and providing technical support for applications and PC hardware.

4. Strong troubleshooting skills across various computer manufacturers.

5. Ability to plan, organize, manage, and track both projects and staff performance.

6. Strong verbal and written communication skills.

7. Ability to read, understand, and comply with company policies and procedures.

General Knowledge, Skills, and Abilities (KSAs):

1. Initiative: Ability to understand assignments, organize workload, and meet deadlines independently.

2. Communication: Able to convey information clearly and effectively in both written and verbal formats across diverse settings.

3. Customer Service: Works efficiently with clients and stakeholders to assess needs and resolve issues.

4. Decision Making: Uses critical thinking to make sound, objective decisions.

5. Flexibility: Adaptable to change and responsive to new information or conditions.

6. Interpersonal Skills: Maintains professionalism, politeness, and empathy in interactions.

7. Leadership: Inspires and motivates others; adapts leadership style as needed.

8. Problem Solving: Applies sound judgment to analyze situations and implement effective solutions.

9. Team Building: Encourages collaboration and contributes to a cohesive team dynamic.

10. Quality Assurance: Understands and applies quality assurance techniques and best practices.