The IT Technical Support Supervisor is responsible for providing professional leadership to the IT Technical Support and PC Analyst staff to deliver quality IT technical support to the ministry over the phone, at workstations, through remote access, and email. This includes analyzing, troubleshooting, planning, installing, and maintaining KCM's workstation software, workstation hardware, and printer equipment for the KCM/EMIC user community. PRIMARY DUTIES AND RESPONSIBILITIES: · Manage workstation software, hardware, printers, and related peripherals to ensure that user requirements are met according to KCM/EMIC policies and standards. · Mentor, cross-train, and provide IT technical directions for the IT technical support team. · Monitor IT Technical Support calls and Solution Requests to ensure that the KCM/EMIC user community receives quality and timely IT technical support. · Manage ticketing system to provide weekly reports on ticket status, SLAs, and IT technical support status reports. · Responsible for designing end-user hardware and software specifications and purchasing. · Responsible for End-user asset management and asset continuity · Work closely with other Information Technologies staff and end users to ensure that IT technical support functions for workstation software, hardware, printers, and related peripherals are properly defined, implemented, and documented. · Keep maintenance logs and report on daily activities · Conduct employee performance evaluations for staff member performance and the effectiveness of training programs, providing recommendations for improvement. · Reported weekly on individual and team goal attainment and performed quarterly and annual performance reviews for each individual Team member. · Manage IT offboarding and onboarding process. · Provide leadership in user requirements, definition, design, development, testing, documentation, evaluation, and package selection. · Clearly document projects, processes, findings, and resolutions pertaining to services provided · Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions. · Act as support liaison for all client systems and technologies. · Works with other ministry departments and third-party developers to solve IT technical support issues. · Provide IT technical support for meetings on the road including POS system, book tables, and partner booth technology needs. · Work with management to assign the best resources to projects and continually evaluate workloads to meet internal and external deadlines. · May have additional duties as assigned by Management. SUPERVISORY RESPONSIBILITY: Oversee the staff of IT Technical Support professionals and PC Analysts who maintain and support the ministry PC workstation hardware, software, and related peripherals. Interface with the other Supervisors to make sure IT Projects are on time and on budget. JOB REQUIREMENTS: Education and Experience: · Bachelor's Degree in Computer Science, Management Information Systems, or related field or equivalent experience. · A+ Certification a must. · Minimum 5 years experience in installation, configuration and administration of Windows operating. systems, Microsoft Office suites, and internet browsers. · Minimum three years of management and leadership experience – a must. · ITIL 4 Foundation Certification preferred. · Microsoft certifications preferred. · Apple Macintosh experience preferred. · A working knowledge of Active Directory and Group Policy. Knowledge, Skills, and Abilities: · Advanced IT technical proficiency in relevant operating systems, applications, and/or languages. · A mature, team-oriented, energetic individual with a focus on success and great customer service. · Highly intelligent with proven judgment skills and the ability to quickly analyze business problems and arrive at sound solutions. · Possession of a diplomatic style, outstanding organizational, effective management and leadership skills. · Excellent verbal and written communication with good organizational and multi-tasking abilities. · Able to effectively work with diverse groups of people, and interpersonally skilled and very articulate. · Unquestionable personal and business integrity, with the personal stature to command respect both within and outside the organization. · Confident, self-motivating and goal-oriented. · A high-level knowledge of IT technical architectures, which include wide-area, local-area, midrange and personal computing technology components. · Demonstrated ability to quickly assimilate and comprehend major business systems employed throughout the Ministry.
