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Systems Management Supervisor

Employer
Apex Systems
Location
Eden Prairie
Salary
Competitive

View more

Industry
Technology
Role
Manager
Job Type
Long-Term
Hours
Full Time
Systems Management Supervisor

Contract to Hire

Eden Prairie MN

Description: IDEAL BACKGROUND: Im looking for an individual that has Support/Help Desk experience, proven customer service skills, supervisory experience, and critical thinking capabilities. I need someone in place that can step into the role easily as there are other aspects of the role they will have to learn along with having to engage our M&O teams to partner with onboarding and process improvement initiatives. Additional attributes would including being a self-starter who can take on project type work if need. Experience with ServiceNow, Operations Bridge Manager (OpsBridge Manager), SiteScope, APM, and Dynatrace are a plus (but not required).

*** Looking for experience with leadership of:
i. Help Desk Support
ii. Incident Management
iii. System Monitoring

*** Individual will have 4-6 help desk analyst direct reports.

NOTE: This position is office-based, but they will be allowed to work-at-home to start (and until further notice) due to COVID-19. Once COVID-19 restrictions are lifted, it is expected that this person report to the office location listed on this req..

SCHEDULE: Schedule to be determined; anticipate that flexibility and willingness to work off-hours as a factor for consideration of hire.

TOP REQUIREMENTS:
* 3 or more years of Technology Support experience, including advanced level of triaging
* 2 or more years of Supervising/Leading
* 1 or more years of experience with maintenance and operations (M&O) support
* Excellent customer service and soft skills

*** What experience will set candidates apart from one another? Prior leadership in a call center based help desk; emphasis on both technical skills and customer service skill.

TEAM COMPOSITION: My team is comprised of 10 Help Desk staff (6 in MN, 4 in WV), 1 Help Desk supervisor (in WV), and myself at the present time. However, we are part of the greater M&O team and partner with many these M&O teams, many of whom are developers and project based staff.

INTERVIEW PROCESS:
a. How many rounds? 1
b. Video vs. phone? Video
c. How technical will the interviews be? Moderate

Position Overview:
Positions in this function provide technical support to our state government clients. This function includes working on Incident Management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and Problem Management analysis and resolution.
Position Description:
As a Supervisor of Technical Support you will work to lead a dynamic team involved with providing technical support and issue resolution to external and internal customers which may include users of all types and skill levels. Responsibilities may also include audits, policy and knowledge management, resource management, security access processing, ID tracking, maintenance of reporting logs, password reset assistance as well as more advanced troubleshooting and support.

Key attributes of individuals successful in this position:
Extensive work experience, possibly in multiple functions
Works independently and as part of a team
Ability to lead and motivate
Acts as a resource for others
Applies knowledge/skills to complex activities
Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
Often acts as a technical resource to others in own function
Anticipates customer needs and proactively identifies solutions
Solves complex problems on own; proactively identifies new solutions to problems
Plans, prioritizes, organizes and completes work to meet established objectives
Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function.

Primary Responsibilities:
* Manage and Lead a team of technical support analysts
* Assist in answering and resolving inbound technical calls at a corporate Help Desk, efficiently and professionally during periods of high call volume
* Assist in knowledge creation and management
* Follow all escalation procedures according to service level agreement
* Perform audits
* Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
* Act as a technical resource to others to resolve problems, issues, errors or related
* Anticipate customer needs and proactively identifies solutions
* Plan, prioritize, organize and complete work to meet established objectives
* Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.
* Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

Required Qualifications:
* Bachelor's Degree or higher level of education or relevant experience
* 2 or more years of experience leading others
* 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP
* 3 or more years of experience in a customer service role
* 3 or more years of Technology Support experience, including advanced level of triaging
* 1 or more years of experience with maintenance and operations (M&O) support
* Experience with MS Office (including Word, Excel and PowerPoint)
* Ability to communicate professionally both written and oral
* Excellent customer service and soft skills

Assets
* Information Technology certifications preferred
* Information Technology Infrastructure Library (ITIL) certification preferred
* Computing Technology Industry Association A+ certification a plus
* Certified Information Systems Security Professional (CISSP) a plus
* 1 or more years of experience with monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite preferred
* Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
* Call Center experience and/or leadership preferred
* Intermediate knowledge of monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or - provided by Dice

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