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Supervisor, IT Support at Lifewatch

Posted in Other 30+ days ago.

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Type: Full Time
Location: San Francisco, California

Job Description:

Supervisor, IT Support

The IT Support Supervisor will be responsible for all BioTelemetry IT support functions including end user support, customer support, analyzing helpdesk metrics to ensure service level agreements are met, and providing the highest level of customer service to company employees and external customers. The supervisor will work out of the BioTelemetry San Francisco office and lead a team of local IT support analysts. The supervisor will plan and monitor the onboarding of new hires and departure of employees to ensure a timely and efficient process. The supervisor will serve as the team lead for projects involving end-user applications and hardware. The supervisor will report to and receive guidance from the Manager of IT Support.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Analyze helpdesk metrics and ensure SLAs are met and proper prioritization of requests
Analyze helpdesk metrics to ensure proper staffing and coverage
Organize workflow and ensure that employees understand their duties or delegated tasks
Hardware support, computer upgrades, network setup, phone configuration, application troubleshooting
Monitor employee productivity and provide constructive feedback and coaching
Identifying recurring issues and eliminating root cause
Hire and train new employees
Process improvement
Oversee new hire and termination processes
Train support staff on procedures and troubleshooting
Team management
Vendor management
Project planning and management
Technology evaluation and recommendation
Create and maintain support documentation
Participate in 24/7 after-hours emergency support
Other duties as assigned by department Manager

College degree or equivalent experience along with supervisor experience
7 years of experience in an enterprise environment
Knowledge of ITIL Processes
Strong leadership skills
Teamwork, results oriented, and self-motivated
Strong decision-making skills
Office 365
Active Directory
Windows Server Operating Systems
VoIP/Hosted PBX

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Strong customer service and organization, ability to multi-task, detail oriented, team player, demonstrates initiative and flexibility in a fast paced environment.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in mathematical or diagram form and deal with several variables.

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 sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move computer related equipment (Monitors, Computers, Printers, Misc Hardware).

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

5 - 10% may be needed.

BioTelemetry is an equal opportunity employer who strictly prohibits discrimination against any employee or applicant for employment because of the individual s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran s status, or any other characteristic protected by law. Affirmative action will be taken to ensure that all employment decisions, including but not limited to those involving recruitment, hiring, promotion, training, compensation, benefits, transfer, discipline, and discharge, are free from unlawful discrimination.