Position Overview:
The Supervisor, IT Service and Support is responsible for overseeing the activities of a global team of IT Support Specialists who provide technical support and IT service delivery to Quickbase employees. Key service desk operations that this role is responsible for include: ticket management via Jira Service Desk, onboarding and offboarding processes, IT asset management, access provisioning, application troubleshooting, and supervision of 4 or more direct reports. The candidate should be well-versed in ITIL best practices and possess advanced (level 3) hands-on troubleshooting experience within a hybrid Mac and Windows environment.
Key Responsibilities:
- Lead the IT Service Desk Team to ensure timely and effective resolution of tickets.
- Manage the onboarding and offboarding of employees, ensuring a smooth transition for IT services.
- Oversee IT asset management, including tracking, maintenance, and lifecycle management.
- Supervise access provisioning for systems and applications, maintaining security and compliance.
- Supervise and mentor a team of 4 or more direct reports, promoting professional growth and operational excellence.
- Ensure alignment with ITIL best practices in all service desk activities.
- Create, monitor and report on service desk performance metrics.
- Provide hands-on level 3 troubleshooting in a hybrid MAC and Windows, working out of a Jira ticket queue.
- Act as a technical escalation gatekeeper for ticket flow between IT Support Specialists and Senior Engineers.
- Manage the renewal process for software and hardware, inclusive of soliciting vendor quotes as well as performing license audits to control spend.
- Collaborate with the Director, IT Operations to support broader IT initiatives and projects.
Qualifications:
- Minimum of five years in IT Operations, including at least one year in a leadership role, preferably overseeing a service desk or comparable team.
- Proficient in advanced (level 3) troubleshooting of both software and hardware within a hybrid Windows and Mac environment.
- Comprehensive knowledge and troubleshooting skills of Microsoft 365 applications and services.
- Experience in managing conference room technologies and Microsoft Teams.
- Proven application of ITIL frameworks and best practices.
- Demonstrated leadership abilities, capable of managing and nurturing team development.
- Exceptional communication and interpersonal skills, with a strong emphasis on customer service.
- Ability to be on-site in the Boston Headquarters office at least 3 days a week.
- Windows, Mac, and/or ITIL certifications are a differentiator.
- Practical administration experience with JamF and/or Intune is preferred.
- Experience troubleshooting Azure cloud technologies is preferred.
•
Last updated on Sep 25, 2024