Supervisor, Information Technology

The Supervisor, Information Technology collaborates across the organization to ensure consistent and smooth operations by providing specialized expertise to common systems and software through their own contribution and the contribution of the collaborators they supervise. The incumbent will evaluate process flows and make recommendations to enhance and streamline processes, systems, and services to best accommodate the technology experience. The Supervisor, Information Technology supports the technology function in all functional initiatives, function requirements, and technology enhancements.

• Ensures the timely and effective resolution of IT support tickets submitted across the organization

• Ensures quality control standards are upheld to provide superior resolution of the support tickets with minimal rework

• Monitors ticket volume and performance metrics while supporting the function in meeting expectations and outcomes

• Provides guidance to technicians and collaborators in troubleshooting IT issues to achieve satisfactory resolution

• Assists in the recruitment, onboarding, training, development, and performance management of the function

• Manages the device lifecycle of computers and other technical supplies including ordering, set up, deployment, and support

• Assist in the development of strategies and plans to create technology solutions that are in alignment with business operations

• Participates in the successful implementation of other functional projects as they arise

Qualifications

• A Bachelor’s degree from an accredited institution in Computer Science, Engineering, or other related field that provides similar skills, or equivalent professional working experience is required

• A minimum of three years of experience in IT Help Desk is required

• Demonstrated experience in IT management is preferred

• Microsoft Certified Professional or other IT certificates is preferred