IT Support Supervisor

The Emily Program • Columbus, OH

6h

About The Position

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That’s why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.
Position Summary:
The IT Support Supervisor has oversight of the day-to-day operations of the IT Support team, while acting as the primary escalation point for issues. The IT Support Supervisor will act as the liaison between the IT Support and the IT Infrastructure teams, escalating issues that require deeper analysis or more advanced troubleshooting. The IT Support Supervisor is also responsible for continuing to work tickets and phones to stay connected technically with the team and the Accanto environment.
Measurements for success include the team meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting phone queue and call management SLAs, meeting guidelines of the Core Responsibilities matrix, and maintaining a proactive and fully engaged Team, providing routine positive staff feedback, and identifying areas of opportunity and plans to improve or optimize.

Requirements

• At least 3 years of experience in an IT support role, managing tickets and calls is required.
• At least 1-year supervisory experience, managing and coaching a team.
• Advanced level proficiency with Active Directory and Office 365 in a Windows environment.
• Familiarity with ITIL and ITSM principles, certification preferred.
• Experience working in multiple AD domains preferred.
• Experience with the following: Service Now, Microsoft Intune and Auto Pilot, VPN, Microsoft Azure, Bitlocker, Edge, Chrome, Ring Central, Concur, Microsoft Authenticator, Microsoft SharePoint, Adobe, with ability to learn new programs and software as needed.
• Customer service focus; positive attitude, ability to stay calm under pressure, warm and caring demeanor.
• Demonstrate initiative, good time management, and good judgement by working with urgency and efficiency, asking questions, identifying and discussing problems, structuring own work, staying on task, and asking for help when needed.
• Excellent verbal and written communication skills that allow successful interaction with all levels of the organization.
• Demonstrated experience explaining complex information to non-technical people via telephone, email, and in-person.
• Strong attention to detail and commitment to quality.
• Solid interpersonal skills with the demonstrated ability to develop and maintain productive relationships.
• Acts with integrity.
• Ability to prioritize and adapt to changing priorities.
• Shows passion for our business, clients, and values.
• Must have valid driver’s license and be willing to travel across metro area on as-needed basis.
• Must be able to lift up to 50 lbs

Nice To Haves

• Associate’s (AA) degree or higher in computer science or related area of study preferred.
• CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date).

Responsibilities

• Provide support and technical troubleshooting for incidents and requests, working with end-users across the organization remotely and in person; typically at a L2 and L3 technical level.
• Oversight of day-to-day team operations, tactics, and processes.
• Ticket Supervision: Managing tickets and escalation - serving as the first point of escalation
• Addressing technical L3 issues & interface with Infrastructure as needed for root cause analysis and deeper technical issues
• Monitor SLAs for Ticket Response time by watching ticket queue
• Provide coaching to staff on tickets as needed - monitor quality of ticket handling (is communication thorough, timely, are they following the correct process, clear summaries and communication in tickets, etc.)
• Phone Queue Supervision: Check RC Contact Center - agents online and available during business hours and critical times
• UKG Staff Supervision: Timesheet corrections, approvals & OT monitoring
• PTO approvals
• Other duties: Streamline routine IT Support processes to improve efficiency and reliability of processes; attention to detail and follow-through is a must.
• Develop and update training materials and technical documentation as related to the needs of the business; specifically KBs and intranet Articles.
• Mentor and help train Technical Support Analyst roles.
• Help initiate, plan, and lead Service Desk related projects.
• Communicate IT inventory needs to IT Manager for ordering.
• Keep leadership and management informed of priorities and projects with regular proactive communication and active monitoring of the environment.
• Performs all other duties as assigned.

Benefits

• HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)
• Dental insurance (Delta Dental)
• Vision insurance (EyeMed)
• Short-term and long-term disability insurance
• Company-paid life insurance
• 401(k) plan available two months after start date
• Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation
• Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees