This is a supervisory position accountable for overseeing a team providing IT client service management support services on-site or remotely. Responsible for supervising the day-to-day operations of technical support for a portfolio of software and hardware products and ensuring the quality and efficiency of technical support provided. Oversees staff development, provides mentoring, plans and assigns work, assesses performance, and initiates/participates in discipline issues. Positions typically exist in an environment where a small team of IT client support staff is required due to number of users supported.
Non-supervisory positions at this level perform most complex assignments. Responsible for comprehensive and innovative planning to resolve client’s issues. Coordinates with other information technology areas to identify and resolves problem issue trends. Diagnoses, analyzes, and resolves issues of the highest complexity. Assists supervisor with administrative functions. May coordinate multiple project teams.
In addition to those identified in the previous levels: Ability to mentor and develop staff’s technical skills. Ability to identify help desk ticket trends and provide recommendations. Ability to coordinate with and understand other information technology areas.
Bachelor’s degree and 2-6 years of experience in an information technology support environment. (Substitutions may be allowed.)