Warrior Insurance Network
IT Support Desk Supervisor
Warrior Insurance Network, Chicago, Illinois, United States,
We have an immediate opportunity for an experienced and talented IT Support Desk Supervisor for our innovative IT Department!
The IT Service Desk Supervisor will direct and prioritize the workflow and resources of the IT Infrastructure Technicians staff. They will coordinate work schedules, training, manage reviews and performance improvement plans. They should also be able to perform all functions of the Sr. IT Technician role to perform PC Support, basic systems administration, network security, user account management, wireless network management and documentation. Provide IT-related information and guidance to all users throughout the Organization. Will be an escalation point of critical or hard to solve trouble tickets relating to technical difficulties with hardware and software. The IT Service Desk Supervisor will assist and oversee procurement, inventory and maintenance of all PC equipment, peripherals, including MFD devices, and communication equipment.
DUTIES & RESPONSIBILITIES:Responsible for leading and delegating tasks to the Support Team staff membersGenerate Sr. Level reportsProvide technical advice to project teams, troubleshooting application performance, and issuing computers, laptops, and company phones to staff membersHiring and training service desk technicians, managing staff and vendors, and delegating tasks to team members based on their strengthsOversee service desk operations, managing budgets, defining processes, selecting tools, and ensuring uninterrupted business operationsProvide written and oral communications, making recommendations for improving documentation, and meeting with superiors to discuss departmental performance and identify areas for improvementEvaluate the performance of technicians, monitoring network, server, and application performance, and analyzing metrics like first-call resolution rate, average resolution time, and customer satisfaction scoresOversee the development, implementation, and administration of service desk staff training procedures and policiesEnsure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improvedEnsure compliance with security procedures for data handlingAbility to troubleshoot all desktop/laptop/network/phone issues.Maintain an inventory of hardware and software.Understand the corporate network including servers and workstations.Monitoring end user computers for hardware/software performance issues.Plan and coordinate upgrades, patches and new corporate technologies.Monitor completion and completeness of OneDrive backups.Install and maintain Multifunction printersServe as in-house Microsoft software resource for Microsoft operating systems and O365 applications, including PowerPoint, Outlook, Word, and ExcelPlanning for disaster recoveryImplement ITSM tools and ITIL best practices
Knowledge, Skills & Abilities:Service desk managers need excellent leadership skills, strong emotional intelligence, interpersonal skills, and must be adept at handling conflict.Technical Skills:Bachelor's Degree and/or Certifications and 5+ years of experience preferred.Experience leading and mentoring Service Desk team membersExperience managing training courses and their completionAdvanced technical expertise of IT Service Desk experience required,
Zendesk
preferredLeadership training or experience is desiredAbility to resolve 2nd-3rd tier support issuesAbility to communicate with all levels of company staffDesktop deployment and support skills for Windows 10/11 desktops/laptopsFamiliarity with network and endpoint monitoring softwareFamiliarity with backup and recovery toolsFamiliarity with firewalls, wireless access points and managed switchesPhone system and cabling experiencePrinter management and troubleshooting skillsExperience with setting up Microsoft based systems, support mechanisms, and architecturesServer support skills for Windows Server 2012, 2019+Solid network analysis and troubleshooting skillsExchange Server/Microsoft 365 integration and Azure managementCOMPTIA A+ Certification or Microsoft Technology Associate (MTA) are strongly preferred.
Non-Technical Skills:Solid written and verbal communication skillsAbility to communicate status of tasks and changes (daily, progresses, and milestones)Ability to prioritize tasks and manage overall workloadMust be comfortable working in a small, fast-moving environment and willing to step up and take responsibility for their deliverables
Warrior Insurance Network provides a competitive benefits package to all full-time employees to include:Competitive SalariesFlexible Work SchedulesRemote and HybridCommitment to your Training & DevelopmentMedical and DentalTelemedicine Benefit401k with a generous company matchPaid Time Off and Paid HolidaysTuition Reimbursement Training ProgramsWellness ProgramFun company sponsored eventsAnd so much more!
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The IT Service Desk Supervisor will direct and prioritize the workflow and resources of the IT Infrastructure Technicians staff. They will coordinate work schedules, training, manage reviews and performance improvement plans. They should also be able to perform all functions of the Sr. IT Technician role to perform PC Support, basic systems administration, network security, user account management, wireless network management and documentation. Provide IT-related information and guidance to all users throughout the Organization. Will be an escalation point of critical or hard to solve trouble tickets relating to technical difficulties with hardware and software. The IT Service Desk Supervisor will assist and oversee procurement, inventory and maintenance of all PC equipment, peripherals, including MFD devices, and communication equipment.
DUTIES & RESPONSIBILITIES:Responsible for leading and delegating tasks to the Support Team staff membersGenerate Sr. Level reportsProvide technical advice to project teams, troubleshooting application performance, and issuing computers, laptops, and company phones to staff membersHiring and training service desk technicians, managing staff and vendors, and delegating tasks to team members based on their strengthsOversee service desk operations, managing budgets, defining processes, selecting tools, and ensuring uninterrupted business operationsProvide written and oral communications, making recommendations for improving documentation, and meeting with superiors to discuss departmental performance and identify areas for improvementEvaluate the performance of technicians, monitoring network, server, and application performance, and analyzing metrics like first-call resolution rate, average resolution time, and customer satisfaction scoresOversee the development, implementation, and administration of service desk staff training procedures and policiesEnsure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improvedEnsure compliance with security procedures for data handlingAbility to troubleshoot all desktop/laptop/network/phone issues.Maintain an inventory of hardware and software.Understand the corporate network including servers and workstations.Monitoring end user computers for hardware/software performance issues.Plan and coordinate upgrades, patches and new corporate technologies.Monitor completion and completeness of OneDrive backups.Install and maintain Multifunction printersServe as in-house Microsoft software resource for Microsoft operating systems and O365 applications, including PowerPoint, Outlook, Word, and ExcelPlanning for disaster recoveryImplement ITSM tools and ITIL best practices
Knowledge, Skills & Abilities:Service desk managers need excellent leadership skills, strong emotional intelligence, interpersonal skills, and must be adept at handling conflict.Technical Skills:Bachelor's Degree and/or Certifications and 5+ years of experience preferred.Experience leading and mentoring Service Desk team membersExperience managing training courses and their completionAdvanced technical expertise of IT Service Desk experience required,
Zendesk
preferredLeadership training or experience is desiredAbility to resolve 2nd-3rd tier support issuesAbility to communicate with all levels of company staffDesktop deployment and support skills for Windows 10/11 desktops/laptopsFamiliarity with network and endpoint monitoring softwareFamiliarity with backup and recovery toolsFamiliarity with firewalls, wireless access points and managed switchesPhone system and cabling experiencePrinter management and troubleshooting skillsExperience with setting up Microsoft based systems, support mechanisms, and architecturesServer support skills for Windows Server 2012, 2019+Solid network analysis and troubleshooting skillsExchange Server/Microsoft 365 integration and Azure managementCOMPTIA A+ Certification or Microsoft Technology Associate (MTA) are strongly preferred.
Non-Technical Skills:Solid written and verbal communication skillsAbility to communicate status of tasks and changes (daily, progresses, and milestones)Ability to prioritize tasks and manage overall workloadMust be comfortable working in a small, fast-moving environment and willing to step up and take responsibility for their deliverables
Warrior Insurance Network provides a competitive benefits package to all full-time employees to include:Competitive SalariesFlexible Work SchedulesRemote and HybridCommitment to your Training & DevelopmentMedical and DentalTelemedicine Benefit401k with a generous company matchPaid Time Off and Paid HolidaysTuition Reimbursement Training ProgramsWellness ProgramFun company sponsored eventsAnd so much more!
#J-18808-Ljbffr