Supervisor, technical support job description

The Facility IT Support Supervisor holds primary accountability for all infrastructure and operations at a specific Marvin Companies' location. The position supervises technical support staff in the location and fulfills systems administrator and technology support leader roles. The position will report to the IT Infrastructure and Operations Manager in Information Technology. The Facility IT Support Supervisor coordinates IT operations at the location in conjunction with the organization's vision. The position provides primary point of contact and IT support for the site.
Essential Job Functions



Oversees a multitude of functions related to computer operations, which includes the maintenance of systems, local network, security protocol, hardware inventory and local licensing agreements. Liaisons with helpdesk and other IT specialists on matters of location specific needs. Learn, implement and follow Corporate standards for technology equipment, network design, equipment management and user support procedures. Learn, implement and enforce Corporate security policies. Participate in monitoring of IT Infrastructure, Operation and Security's standards. Collaborate with other site managers, supervisors and Corporate leaders in development of new standards for technology equipment, security procedures and system management. Participate in monthly Infrastructure, Operations and Security group meetings. Participation in the annual budgeting process and reporting the location's infrastructure budget needs to the IOS manager.



Knowledge, Skills, and Abilities



Team Leader / System Administration / Technology Support role Self-direction in work, setting priorities, planning projects, personnel supervision, schedules, and accountability to local site system users. Computer hardware, software and user support. Program installation and basic user training. Network planning, layout and troubleshooting (wired and wireless). Install and maintain small applications and databases to support local requirements. Local server support. Site helpdesk supervision and coordination using Company-wide helpdesk system. Manage site's phone and communication systems. Install, maintain, troubleshoot and provide user support for conference room AV systems. Participate in development of job descriptions with help in hiring of on-site IT staff. Evaluation of staffing levels and determination of staffing needs. Supervision of on-site subordinate support staff including work direction, performance reviews and pay.



Education / Experience



Proven technical support experience with a desire to move into a leadership position 3+ Years of technical support experience with strong aspirations of learning and growing in the position. Superior verbal/written communication and listening skills, ability to effectively communicate with users and management Ability to manage multiple priorities and resources under pressure Experience with Windows 10 and Windows Server 2012 R2 and above Experience with VMware virtualization Experience with SAN storage technology Experience with IP phone systems Well versed in Active Directory, DNS, DHCP, and TCP/IP Experience with layer 2 networking (wired and wireless) Experience with video security and door access management systems.



Your opportunity for better living

At Marvin, we're driven to imagine and create better ways of living. And that goes beyond our customers, to our communities and the colleagues beside us every day. We offer competitive compensation, an extensive benefits package that includes health insurance on day one of employment, paid time off and paid holidays, and a 401K retirement savings match.

We also support your overall wellness in other meaningful ways, including your own company-funded well-being account that can be used for anything from travel to a day at the spa, gym memberships or fun experiences with family and friends. Relax and unwind the last week of the year with an additional paid week off during our company-wide shutdown. You will be rewarded through our profit-sharing program, which recognizes the important role all employees play in making Marvin a success year, after year.

As a premier company with locations across North America, Marvin's portfolio also includes three additional premium brands: Infinity Replacement Windows, TruStile Doors, and Marvin Coastline. Together, we share one purpose and live our values. Our culture is built on generations of doing the right thing and putting our people first. Join us, and experience better living at Marvin.


EOE


This job posting is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any offer of employment is contingent on the completion of a background check and drug screen to company standards.

Who We Are:
KAR Global powers the world's most trusted automotive marketplaces through innovation, technology, and people.

Our end-to-end platform serves the remarketing needs of the world's largest OEMs, dealers, fleet operators, rental companies and financial institutions.
We're a technology company delivering next generation tools to accelerate and simplify remarketing.We're an analytics company leveraging data to inform and empower our customers with clear, actionable insights.And we're an auction company powering the world's most advanced and integrated mobile, digital, and physical auction marketplaces.

About Our Team:
Our world is moving fast - Is yours? Are you a technical leader who enjoys working on small teams, helping troubleshoot a variety of business challenges where your input will make a difference? Are you good at building relationships and helping develop solutions? Do you have experience in both on-prem and cloud applications? Do you enjoy leading a small team, helping them be successful while also growing to realize their individual potential?

About Our Candidate:
The Business Technology Support Supervisor is an expert on all processes and procedures for the day-to-day operations of Support team engineers, as well as a coach and mentor. As the go-to person for all questions and escalations from the team, this role provides a unique opportunity to lead a team with autonomy, and an opportunity to challenge your own skills to develop yourself into a stronger leader. You will lead the team through the processing of daily application, business, and audit requests, keep the team aligned on objectives, and complete administrative duties related to your team. Some guidance will be provided, but you will be provided with the autonomy to make real-time decisions to serve your team and customers.

What you will be doing:
Ensure responsive and reliable technical support for internal and external clients Lead a team of Support Engineers including staffing participation, training, performance management, regular 1:1s, and career development with support from the Leadership team.Along with our business partners, manage critical third party integration partners Develop and maintain Support process and procedure documentation Manage on-call process and rotation, with ability to leverage other product development staff Provide input to the product development team, helping the team prioritize work that addresses production issues and improves supportability across environments Develop/Implement audit and compliance standards to enable consistent responses for internal and external audits, managing feedback and providing an annual internal review Analyze data to inform decision making and identify potential opportunities Develop and analyze reports on the team's productivity, metrics, and service levels
You will need the following:
Five or more years of business applications support experience Strong relationship building and collaboration skills Strong leadership skills and communication skills Excellent analytic and problem-solving skills with high attention to detailsA self-motivated growth mindset, thriving on challenges to develop yourself and the team Ability to thrive under pressure in ambiguous, complex, and quick-changing environments Possess leadership skills to facilitate client relations, negotiation, decision making, problem solving and conflict resolution Experience identifying and implementing continuous improvement initiatives Demonstrated communication skills to interact with all levels within the organization and external partners; this includes communicating at different technical levels where appropriate Experience developing and interpreting support metrics to cultivate a data-driven environment Experience with JSP, JavaScript, AJAX, JMS, JDBC, SQLExperience supporting web services (SOAP, REST, JSON) Scheduling flexibility at night, weekends, and holidays to support all of our business partner and integration partner needs. Expected to respond to service issues at all times.Strong skills in MS Office products

It would be nice if you have:
Prior supervisor experience Prior management of SOX and compliance audits/requests Understanding of web architecture Knowledge of the automobile, repossession, remarketing, or financial industries ITIL or similar certification

The Business Technology team embraces the remote-work culture and welcomes candidates from across the country.

We want you to be well and thrive. Our benefits package includes:
Competitive compensation Insurance coverage that includes medical, dental, vision and life insurance Flexible spending account Wellness program 401(k) with employer match Employee stock purchase program Paid holidays and generous paid time off Paid parental leave Learning and development resources

#techjobs

Schedule: This role will have a compressed work schedule. 3 (12 Hour) shifts, and 1 (6 hour) shift per week. Exacts days/hours will be discussed in interviews.

Job Purpose or Objective(s): The IT Supervisor is responsible for supervision of the activities and personnel of the IT Support Service Desk.
Primary Tasks:

Supervise the processingand completionof incomingrequeststo the Service Desk via telephone, email, and self-serviceto ensure courteous, timely and effective resolution of end user issues. Enforcepolicies and procedures that outlinehowrequestsarereceived, documented, assigned, escalated,and completed. Development, implementation, and enforcement of goals, objectives, policies, procedures, and priorities for assigned programs. Quality analysis of performance for the Service Desk activities and documentedresolutions;identify problem areas, and devisesolutions to enhance quality of service and to prevent future problems. Plan, direct, coordinate and review the work plan for assigned staff, assign work activities, projects and programs, review and evaluate work products, methods, and procedures, meet with staff to identify, and resolve problems. Coordinate/Conduct Service Desk training and development of user guides and FAQs; prepare and present staff reports and other necessary correspondence. Provide and present regular reports in regard to team performance and areas for improvement to IT Support Management. Assess needfor any system reconfiguration based on request trends. Findsystem-basedsolutions that would reduce incoming incidents and requests. Mentor and coach IT Support Specialists with their job duties to perform at high efficiency levels. Other duties as may be assigned.

MINIMUM

High School Diploma Must possess excellent communication skills Must be highly motivated, self-initiating, and trustworthy Ability to lead and manage technical staff 1 year leadership experience 3 years of directly related experience in a service desk or help desk environment

TARGET

Bachelor's degree in computer science, MIS, or a related field Must possess excellent communication skills Must be highly motivated, self-initiating, and trustworthy Ability to lead and manage technical staff 2 years leadership experience 5 years of directly related experience in a service desk or help desk environment

#LI-HH1


Job
Information Technology


Primary Location
OK-Durant


Work Locations
Durant Casino 4216 S Hwy 69/75 Durant 74701


Organization
Information Technology


Schedule
Regular

Full-time

Day Job


Job Posting
10/07/2022, 1:34:02 PM