Position Summary:

The   Associate Supervisor – ITSS position is an excellent opportunity for   career-minded and goal-oriented individuals to provide exceptional managed IT   services to our partners. The Associate Supervisor’s primary responsibilities   include managing a team of IT Support Specialists supporting Windows desktop,   MAC OSX and Windows server operating systems through performance management   metrics. The position will ensure that the corporation’s Windows/MAC   environments are maintained according to industry best practices. Leadership   tasks for the team include monitoring daily work activities, coaching, and, if   needed, correction. 

Primary Responsibilities, Essential Functions   and Requirements:

• Supervision and   mentorship of employees at local and remote locations
• Partner with Support Services   Leadership to develop and implement strategies and training initiatives to   increase ITSS effectiveness
• Mentor employees   through sharing information, skill coaching, and suggesting effective   initiatives that will assist an agent in providing excellent customer service
• Provide periodic   review of employees that includes coaching customer service, technical   ability and additional skill building as determined during review (Additional   reviews may be staged on an ad-hoc basis, but a scheduled review is required   on an annual basis) 
• Responsible for mid   and year-end performance reviews and regular reporting to Leadership as   needed
• Sustain project   updates and status reports to leadership on regular basis
• Maintains strong   understanding of client’s environments, including but not limited to software   applications, learning management systems, and account creation procedures
• Drive best practices   for remote desktop management, automation of imaging\updating, and proactive   maintenance of supported systems
• Maintain and enforce the   asset refresh program to keep technology in an up-to-date fashion 
• Maintain desktop   application inventory and assist with software licensing maintenance 
• Provide purchase   approval and assist with providing financial forecasts for computer   replacement and purchase
• Define and maintain   security procedures and policies; enforce these policies with ITSS team   members
• Monitoring,   supporting, and troubleshooting systems issues 
• Adhere to and enforce   the appropriate information security policies based on the sensitivity of   company data and report any security related issues
• Reduce   risk of theft, fraud, or misuse of information assets by acting as the data   steward for the application(s) you administer

Experience and Qualifications:

• Relative industry certifications are considered a   plus 
• Operations experience 
• Must be willing to work some weekend shifts in   support of maintenance and participate in on-call rotation duties 
• Minimum of 3-years management or lead experience 
• Ability to work a flexible schedule that may   include nights and weekends 
• Strong communication skills and proven track   history of excellent customer service 
• General knowledge of the higher education industry   preferred 
• Strong analytical and problem-solving skills 
• Strong PC & MAC troubleshooting skills 
• Familiarity with multiple operating system   platforms, specifically O365 or Google environment and W11/Apple
• Server operating environment troubleshooting skills   
• Ability to convey technical topics to a wide   variety of callers with varying technical skill levels. 
• Excellent written and verbal communication; Must be   able to thoroughly document implementations, modifications and removals

Education, Certifications and   Licensures:

• Bachelor of Science, Computer Science, MIS degree   or equivalent experience