Supervisor, Service Desk-Level II

Position Summary

The position of Supervisor, Service Desk-Level II is established to supervise and support the service desk level II team. This position oversees functions including PC imaging improvements and Disaster recovery planning and implementation. In addition this position is responsible for providing support for the ATM network and fleet management. This position will escalate support while maintaining quality service standards set by the organization, as well as continuous improvement of the user experience.

Minimum Qualifications (Education, Experience, Skills) :

• Bachelor's degree in a technical discipline, such as Information Systems, or equivalent experience.
• MCP, MCSE, MCSA, or equivalent certification.
• 4 years of experience in a senior technical position, with at least 6 months in a leadership role.
• Experience managing windows desktops, servers, group policy, and active directory.
• Experience in an IT Operational leadership role such as help desk, PC support, or technical operations.
• 7 years of experience in heterogeneous network environment.
• ITIL certified or equivalent experience with change management cycle.
• Working knowledge of telecommunications desirable.
• Sufficient organizational skills in order to track projects, prioritize and meet deadlines; aptitude for proactive troubleshooting.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.

Essential Duties and Responsibilities

Other Duties & Responsibilities

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Monday-Friday : 8 : 00am / 5 : 00pm

Full Time - 40 hours a week