Supervisor, End User Svcs - Miami

Overview:

This position ensures that effective support and/or computer-related resources are provided to users when required to meet needs of various departments and/or locations in the company by performing the following duties.

Major Position Responsibilities:

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems

• Supervises all aspects of the organization's technical help desk.
• Provides mentoring and leadership to the team.
• Develops and optimizes processes to achieve service level requirements and performance goals.
• Establishes policies and procedures that produce high-quality service to internal customers.
• Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
• Reviews key metrics to analyze the help desk performance and identify problem areas.
• Supports resource planning and decision-making.
• Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
• Collaborates with and trains technical teams to ensure accurate ticket categorization and resolution.
• Leads and directs the work of other employees and has some responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers.

• Consistent exercise of discretion & judgment
• Working supervisor of a team (spends a portion of time performing the work supervised) or supervises the daily activities of production team members
• Must have one or more of any direct report type
• Analyzes information to solve on-going problems and implements procedures and approaches to complete work
• Responsible for results of the team
• Provides direction to team using extensive knowledge of established precedents and practices

Basic Qualifications:

Required:

• Associate's Degree and 3-5 years experience Or Equivalent Combination of Relevant Education & Experience
• Knowledge in Help Desk Management Issue Resolution, process optimization, solution delivery, upgrades management, vendor management, technical project management, performance metrics , and IT Help Desk Software.
• Proficient in MS Office (Excel, Word, PowerPoint)

Preferred:

• Bachelors Degree in Business or IT

Physical Demands:

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Travel Requirements:

• Less than 25% travel likely

The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee’s at-will employment status or create an employment agreement or contract, implied or otherwise.

In addition to the benefits discussed above, the company offers the following voluntary benefits: Critical Illness Insurance, Accident Insurance, Identify Theft Protection, Enhanced Legal Services, Auto and Home Insurance, Pet Insurance, Commuter Benefits, Hospital Indemnity Insurance, Educational Assistance.