Technical Support Supervisor (TECHN012169) - Arkansas Employer
Conway, AR
About the Job
This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4321088
The Tech Support Supervisor supervises a team of distributed technical
support staff, ensuring the delivery of exceptional internal customer
support. This role involves managing day-to-day operations, providing
technical guidance, and fostering a culture of continuous improvement.
This position ensure proper procedures are being followed and use
judgment to prioritize and escalate issues. The Tech Support Supervisor
leads the efforts for key technology upgrades, such as major printer
roll-out across all locations or other technology changes as they arise.
This position works with the IT Asset Team to procure, install, and
properly disposition bank equipment at new and existing locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Lead and mentor a team of desktop support technicians located across
various sites. This duty is performed daily.
2. Coordinate and manage team activities to ensure timely and efficient
resolution of support requests. This duty is performed daily.
3. Prioritize issues based on severity urgency and customer impact.
This duty is performed daily.
4. Act as an escalation point for complex technical issues and customer
complaints. Develop and implement strategies to improve customer support
processes and outcomes. This duty is performed daily.
5. Review completed issues to verify accurate and timely resolution.
Monitor and analyze support metrics to drive continuous improvement.
Identify areas for improvement in support processes and implement
changes. This duty is performed monthly.
6. Ensure departmental procedures are current and up to date.
Collaborate with other IT teams to ensure seamless support and
integration of services. This duty is performed daily.
7. Communicate with end users to ensure excellent customer service.
This duty is performed daily.
8. Work with support personnel from other departments to
escalate/resolve issues pertaining to the enterprise environment. This
duty is performed daily.
9. Represent technical support during corporate projects. This duty is
performed daily.
10. Compile and distribute monthly/annual reports for technical support
performance. This duty is performed monthly.
11. Collaborate with Research, create, and maintain hardware and
equipment standards throughout company, both retail and non-retail. Stay
updated with the latest technology trends and best practices in desktop
and remote support. This duty is performed weekly.
12. Install computer and teller equipment (e.g. validators, PIN pads)
at new and existing locations. Remove and properly disposition equipment
during branch closures or relocations. This duty is performed daily.
13. Act as subject matter expert for the Tech Support team for all bank
conversions while working with the project managers. This duty is
performed daily.
14. Perform any other related duties as required or assigned. This duty
is performed as needed.
15. The ability to work in a constant state of alertness and in a safe
manner. This duty is performed quarterly.
16. Completes required BSA/AML training and other compliance training
as assigned.
17. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform
each essential duty mentioned satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required.
EDUCATION AND EXPERIENCE
Broad knowledge of such fields as accounting, marketing, business
administration, finance, etc. Equivalent to a four year college degree,
plus 3 years related experience and/or training, and 12 to 18 months
related management experience, or equivalent combination of education
and experience.
PREFERRED CERTIFICATES, LICE SES, REGISTRATIONS
ITIL certification or similar.
CompTIA A+
HDI (Help Desk Institute)
RESPONSIBILITY FOR WORK OF OTHERS
Supervises a moderate size group (8-15) of employees, but possibly
smaller if difficult, semi-technical work, requiring considerable
direction and assistance, is involved. Plans, directs and coordinates
work, makes decisions, and performs personally the more difficult
aspects of the same broad assignment.
Supervises the following departments: Technical Support
Semi-repetitive, low physical. Semi-repetitive type work which requires
periods of concentration for varied time cycles as prescribed by the
tasks.
While performing the functions of this job, the employee is continuously
required to talk or hear; regularly required to walk, sit, use hands to
finger, handle, or feel, reach with hands and arms, stoop, kneel,
crouch, or crawl; occasionally required to stand. The employee must
occasionally lift and/or move up to 50 pounds. Specific vision abilities
required by this job include close vision; and distance vision.
ADDITIONAL INFORMATION
Required Education and Experience:
- Three (3) years of experience installing, maintaining and
troubleshooting Microsoft Products
- Three (3) years of experience sup
information, please see: https://www.arjoblink.arkansas.gov/jobs/4321088
The Tech Support Supervisor supervises a team of distributed technical
support staff, ensuring the delivery of exceptional internal customer
support. This role involves managing day-to-day operations, providing
technical guidance, and fostering a culture of continuous improvement.
This position ensure proper procedures are being followed and use
judgment to prioritize and escalate issues. The Tech Support Supervisor
leads the efforts for key technology upgrades, such as major printer
roll-out across all locations or other technology changes as they arise.
This position works with the IT Asset Team to procure, install, and
properly disposition bank equipment at new and existing locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Lead and mentor a team of desktop support technicians located across
various sites. This duty is performed daily.
2. Coordinate and manage team activities to ensure timely and efficient
resolution of support requests. This duty is performed daily.
3. Prioritize issues based on severity urgency and customer impact.
This duty is performed daily.
4. Act as an escalation point for complex technical issues and customer
complaints. Develop and implement strategies to improve customer support
processes and outcomes. This duty is performed daily.
5. Review completed issues to verify accurate and timely resolution.
Monitor and analyze support metrics to drive continuous improvement.
Identify areas for improvement in support processes and implement
changes. This duty is performed monthly.
6. Ensure departmental procedures are current and up to date.
Collaborate with other IT teams to ensure seamless support and
integration of services. This duty is performed daily.
7. Communicate with end users to ensure excellent customer service.
This duty is performed daily.
8. Work with support personnel from other departments to
escalate/resolve issues pertaining to the enterprise environment. This
duty is performed daily.
9. Represent technical support during corporate projects. This duty is
performed daily.
10. Compile and distribute monthly/annual reports for technical support
performance. This duty is performed monthly.
11. Collaborate with Research, create, and maintain hardware and
equipment standards throughout company, both retail and non-retail. Stay
updated with the latest technology trends and best practices in desktop
and remote support. This duty is performed weekly.
12. Install computer and teller equipment (e.g. validators, PIN pads)
at new and existing locations. Remove and properly disposition equipment
during branch closures or relocations. This duty is performed daily.
13. Act as subject matter expert for the Tech Support team for all bank
conversions while working with the project managers. This duty is
performed daily.
14. Perform any other related duties as required or assigned. This duty
is performed as needed.
15. The ability to work in a constant state of alertness and in a safe
manner. This duty is performed quarterly.
16. Completes required BSA/AML training and other compliance training
as assigned.
17. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform
each essential duty mentioned satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required.
EDUCATION AND EXPERIENCE
Broad knowledge of such fields as accounting, marketing, business
administration, finance, etc. Equivalent to a four year college degree,
plus 3 years related experience and/or training, and 12 to 18 months
related management experience, or equivalent combination of education
and experience.
PREFERRED CERTIFICATES, LICE SES, REGISTRATIONS
ITIL certification or similar.
CompTIA A+
HDI (Help Desk Institute)
RESPONSIBILITY FOR WORK OF OTHERS
Supervises a moderate size group (8-15) of employees, but possibly
smaller if difficult, semi-technical work, requiring considerable
direction and assistance, is involved. Plans, directs and coordinates
work, makes decisions, and performs personally the more difficult
aspects of the same broad assignment.
Supervises the following departments: Technical Support
Semi-repetitive, low physical. Semi-repetitive type work which requires
periods of concentration for varied time cycles as prescribed by the
tasks.
While performing the functions of this job, the employee is continuously
required to talk or hear; regularly required to walk, sit, use hands to
finger, handle, or feel, reach with hands and arms, stoop, kneel,
crouch, or crawl; occasionally required to stand. The employee must
occasionally lift and/or move up to 50 pounds. Specific vision abilities
required by this job include close vision; and distance vision.
ADDITIONAL INFORMATION
Required Education and Experience:
- Three (3) years of experience installing, maintaining and
troubleshooting Microsoft Products
- Three (3) years of experience sup
Source : Arkansas Employer
