Supervisor, Central Support (IT Help Desk)

Company: Information Technology Partners
Location: Burbank
Posted on: September 14, 2023

Job Description:

Company Description

If you are passionate about working in an IT Engineering company that uses cutting-edge technology, is team-focused, and values employees, please apply for immediate consideration!

Information Technology Partners, Inc. (ITP) founded in 1991, is an information technology design and support firm specializing in contemporary network and client computing technologies. ITP provides hardware, software, backup services, customized solutions, security software and technical support to its partners, providing services to its clients located throughout the United States and internationally.

Why Should You Apply?

• Market competitive pay
• Opportunity for growth and continued learning
• IT Engineering based company
• Team-focused working environment.
• Comprehensive benefits package that includes medical, dental, vision, life, disability insurance, 401k, paid holidays (including your birthday!), sick, and vacation. Job Description
  
  Employees are required to work onsite.
  
  SCHEDULE.
  
  1st Shift, Monday through Friday.
  
  Occasional travel required up to 5%, including driving.
  
  POSITION OVERVIEW.
  
  The Supervisor, Central Support will have 3-5 years of working experience in information technology systems / network engineering and three years supervising technical teams.
  
  As a member of the Operations Center, the Supervisor, Central Support will work with their manager and team to secure, monitor, and protect all aspects of technology infrastructure in enterprise IT environments. The Supervisor, Central Support should have at least level two experience with systems and/or network engineering. They shall ensure that subordinates work schedules are properly staffed so as to meet contractual requirements of customer service with company Partners.
  
  The Supervisor, Central Support will be a vigilant problem solver with a strong desire to learn new skills, a strong attention to detail, and the ability to multi-task in a fast-paced environment. Because this is a client-facing role, a high degree of professionalism, strong customer service skills, and expert communication skillsboth verbal and writtenare required. The Supervisor, Central Support should proactively collaborate with their manager and team at staying up to date with trends, threats, updates, and news.
  
  RESPONSIBILITIES.
  
  1. The Supervisor, Central Support is responsible for facilitating the effective and efficient scheduling of our Help Desk technical staff. Collaborating with all of our staff members in some form will be required to align the central support work requests with the capability and availability of our technical resources.
  
  2. The Supervisor, Central Support is responsible for understanding the requests for technical resources to meet our contractual obligations and aligning our technical staff to meet the timing and skill requirements necessary to complete the work in a high quality manner. The Help Desk is a 24/7/365 operation and requires understanding the timing of when projects or tasks needs to complete. Ensuring full-time coverage for client assistance, including overnight and weekend shifts, will be a top priority. This will include having backup plans for occasions when employees call in sick or have scheduled time off.
  
  3. Create plans and provide hands-on support during emergencies, outages, and service transitions.
  
  4. Supervise on-site Help Desk staff in regards to administrative functions such as: attendance, punctuality, work rules, administrative processes/procedures (as required by the department, Accounting or Human Resources) and behavioral expectations.
  
  5. Supervise Help Desk engineering staff by participating in hiring, mentoring, training, performance management, discipline, and terminations/layoffs.
  
  6. Supervise help desk process and staff for smooth, responsive operations.
  
  7. Assist Accounting in determination of hours worked and billable hours.
  
  8. Ensure and Update detailed inventory and configuration documentation
  
  9. Ensure system backups are completed. Update and monitor reports and utilizations.
  
  10. Ensure operational compliance with system security policies and procedures; backup and recovery procedures; system maintenance procedures.
  
  11. Monitor alerts and ensure appropriate response.
  
  12. Facilitate all system upgrades; ensuring operational preparedness once installed.
  
  13. Monitor infrastructure and server performance; remediate issues.
  
  14. Remotely troubleshoot technology infrastructure problems and support remote systems.
  
  15. Manage and Support VMware ESXi environment, supporting all configuration changes and updates.
  
  Qualifications
  • Bachelors or Associate's degree preferred.
  • 5 years experience in IT Engineering (Systems or Network).
  • 3 years experience in a supervisory role over IT personnel.
  • 3 years experience in VMWare ESXi environment.
  • Knowledge of supporting and configuration with VMWare 6.x in enterprise environments.
  • Experience troubleshooting and supporting remote systems and working with technical and non-technical users.
  • Understanding of Microsoft Server 2012/2016 R2, Active Directory, Microsoft 365, Windows 10, and mobile operating systems.
  • Ability to remotely troubleshoot technology infrastructure problems and lead to resolution.
  • Proactive problem solving, vigilant, strong attention to detail, strong customer service, leadership, excellent written and verbal communications skills. High degree of professionalism, organized, strong multi-tasker, willing to learn new skills
    
    Additional Information
    
    Please include your salary expectation when applying.
    Principals only. No agencies.
    We do not offer H1B Visa sponsorship
    
    The pay is based on the local market and on the skills that the individual brings to the opportunity as a Supervisor, Central Support (IT Help Desk). Generally in the $95k-$105k range DOE.
    
    EEO Statement
    
    ITP offers Equal Employment Opportunity to all qualified applicants, regardless of race, color, religion, national origin, sex, age, disability, genetic, or any other status protected by federal, state, or local laws

Keywords: Information Technology Partners, Burbank , Supervisor, Central Support (IT Help Desk), Other , Burbank, California