IT Operations Center Shift Supervisor

Job description

Responsible for personnel-related matters for assigned staff members including but not limited to interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling. Serve as Event Coordinator for all major system events/outages. Resolve and assist Support Center staff with resolving the majority of calls at first point of contact through the use of a knowledge base and other knowledge tools.

Escalate problems to second level support areas as appropriate. Analyze alarm conditions presented by various internal management systems; perform triage efforts to assist in troubleshooting the affected application(s)/infrastructure(s). Effectively use appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues. Ensure that all work is consistently executed in accordance with established P&Ps and applicable regulatory requirements.

Keep staff informed about activities, problems, P&Ps, and the like. Actively participate in meetings. Work with staff to maintain an up-to-date knowledge base. Ensure proper prioritization for shift flow. Keep management informed about activities and problems; provide input into support operations and processes; assist in the development and management of P&Ps; assist in the development of associated training for Support Center staff.

Prepare reports as prescribed and/or requested. Perform all duties in strict accordance with Company, departmental, and regulatory guidelines and levels at all times while meeting or exceeding established service levels and expectations.

Qualifications

Must be at least 21 years of age. High school diploma (or equivalent) required; Associate’s degree or an equivalent level of experience preferred. Two (2) years of Help Desk/Support Center experience and one (1) year of prior supervisory experience strongly preferred. One (1) year of applied experience with iSeries required. ITIL V3 Foundation Certification preferred. Must be knowledgeable in basic computer operation and related troubleshooting efforts.

Must be able to type quickly and accurately, preferably at least 50 wpm. Must have exceptional customer service, communication, and phone etiquette skills. Must be highly organized, detail-oriented, and able to effectively multi-task. Must be proficient in various Microsoft Office applications. Must be able to obtain/maintain any necessary certifications and/or licenses