Desktop Support Supervisor

Overview

AmTrust is looking to build a world-class End User Support team. To support that effort, we are looking for a Supervisor, End User Support, who will oversee the support activities of the End User Support team. The primary responsibility of the Supervisor, End User Support, is to oversee daily operations and prioritize tasks for the End User Support team, ensuring service level agreements and key performance indicators are achieved. They will assess the End User Support teams’ processes and performance metrics, identifying and implementing changes where needed to enhance efficiency, reducing response times, and improving both customer satisfaction and the team’s productivity. In addition, this role involves managing escalated customer issues to resolution on behalf of the End User Support team.

Furthermore, the supervisor will assist other members of the Global EUS team when necessary and contribute to advancement and innovation to improve and streamline the end-user experience. Decision-making and problem-solving should align with the Company Culture, Values, and Strategic Goals. This position reports directly to the Manager of End User Services.

Responsibilities

• Supervise, train, and mentor the End User Support staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
• Monitor and manage the End User Support tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
• Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
• Establish and maintain service level agreements, policies, and procedures for the End User Support operations, ensuring that they are aligned with the organizational goals and standards.
• Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
• Interface and oversee daily operations for desktop support, depot operations and IT Asset Management.
• Prepare and analyze reports on End User Support activities, metrics, and trends, identifying areas of improvement and recommending solutions.
• Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
• Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
• Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
• Manage operational tasks and processes assigned to the End User Support team.

Qualifications

• An associate degree or bachelor’s degree in computer science or a related technology background is strongly preferred.
• At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
• High School Diploma
• Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus
• Strong knowledge of IT systems, applications, hardware, software, and networks.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
• Ability to lead, motivate, and coach a team of diverse and talented individuals.
• Ability to team members and leadership, implementing great support processes, procedures, and documentation.
• Abilityinterpersonal skills to build partnerships with stakeholders and peers.
• Detail orientated combined with strong organizational skills and an aptitude for analytical thinking.
• Demonstrated ability to work well independently and as a part of a team.
• Ability to analyze data, identify problems, and propose solutions.
• Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
• Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).
• Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.
• Advanced knowledge of Asset Management processes and workflows.
• Knowledge of IT infrastructure support (Systems, Network, Telephony, etc.).

Preferred

• Strong leader & team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis.
• Proven track record of customer focus - evaluates decisions from the perspective of the customer; builds strong relationships with customers; and creates processes that reflect the customer's viewpoint.
• Ability to communicate clearly and succinctly, evaluate information/data effectively to make decisions; anticipate obstacles and develop plans to address them.
• PowerShell experience is preferred.

The expected salary range for this role is $58,000- $90,000/year

Please note that the salary information shown above is a general guideline only. Salaries are based upon a wide range of factors considered in making the compensation decision, including, but not limited to, candidate skills, experience, education and training, the scope and responsibilities of the role, as well as market and business considerations.

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This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.