Technical Support Supervisor

JOB SUMMARY

Lead and supervise IT staff and the activities associated with the identification, prioritization, and resolution of day to day operational issues and opportunites for improvement. Ensures that all phases of IT services are coordinated, monitored, logged, tracked, and resolved appropriately. Assigns personnel to various operations and directs their activities. Interact with peers and customers on a regular basis focusing on business processes and business systems. Reviews and evaluates work and prepares performance reports.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Participate in Recruitment of IT support personnel

Training of site and corporate tools, processes and service delivery.

Participate in the Performance management, Preparation and delivery of Performance Reviews, Personnel Development Plans, Training Plans, Terminations, Turnover, Succession Planning, Reward and Recognition Programs etc

Participation in metrics management and performance of IT support and services.

Participation and coordination of work schedules, priorities, and performance management of personnel for IT related tasks and services.

Participate and drive toward continuous improvement in metrics, performance and customer satisfaction of the team including the analysis of key metric data

Compliance with regulatory requirements, Security policies, and SOX related activities

Schedule personnel job duties to provide necessary coverage

Participate in the exchange of ideas and information within the department

Organize verbal and written ideas clearly and use an appropriate business style

Provide regular updates to appropriate managers

Assure that procedures and work instructions are efficient and not redundant

Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are best in field

Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority

Confer with reporting manager on complex or unusual situations

Establish new measurement systems if / where possible

Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization

Ensure 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality)

Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific

Ability to work effectively under pressure with constantly changing priorities and deadlines

Understand and embrace the business and IT strategic direction

Understand business processes and business tools in the current environment

Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.

Engage with customers to evaluate issues and opportunities for improvement

May perform financial related duties as directed by supervisor

Project Management as required

May perform other duties and responsibilities as assigned.

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS

Demonstrated leadership experience

Project management experience

Interpersonal skills in working with the customer, management and technical teams in a self starter role

Excellent written and verbal communication skills

Strong attention to detail

SAP knowledge

EDUCATION & EXPERIENCE REQUIREMENTS

Bachelor's Degree preferred.

2-3 years work-related experience required.

Minimum of 1-2 years management experience preferred.

ITIL experience preferred

Or an equivalent combination of education, training or experience.

WORKING CONDITIONS

Regular business hours + on call. Some additional hours may be required.

Travel requirements : Domestic and / or International, up to 10%.

Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS

Sitting

Walking

Standing

Bending / Squatting / Stooping

Reaching

Balancing

Twisting

Crawling

Hands in water

Kneeling

Data Entry / Typing

Unusual hearing or vision demands : None specified

^Other physical demands or notes : Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.