IT User Support Supervisor

Redemtech is recognized as the leader in the developing industry of technology change management.  We reduce the costs and liabilities of technology ownership through our proprietary system for managing logistics, reporting, data security, remarketing, donations, redeployment, lease returns, and recycling.  Our proprietary system for securing data and optimizing the value of used technology gives Redemtech the competitive edge in this emerging new segment of the computer industry.  Redemtech serves the Fortune 500 in the U.S., Canada, and Europe.

 

Position Summary: The primary goal behind the position is to establish a proactive and consistent approach to managing the daily User Support and Help Desk Operations.  The IT User Support Supervisor has oversight responsibility for all of the Redemtech User Support functions including PC Support, Help Desk Operations, license management, and departmental policies and procedures.   This position requires great written communications skills. Generating good documentation is paramount to the success of the team.

Position Responsibilities:

• Direct reporting responsibility for the User Support Team

• Establish and maintain metrics to manage User Support activities

• Case management oversight and facilitation for Redemtech stateside and overseas Processing

  Centers

• Help Desk function oversight

• Procurement oversight

• PC Security oversight

• Create and implement a software license management program

• Policies and procedures documentation, education and adherence

• Recognize and communicate recurring problems to IT Management for long term
solution planning
• Establishing priorities based on business knowledge

• Determine and communicate current abilities based on workload

• Document and monitor daily business critical functions such as reporting, job
completion, etc.
• Coaching and mentoring

• Establishing a best practices approach to Help Desk Operations

• Create a 5 year operating plan for the User Support / Help Desk Operations Team

• Establish and document critical User Support functions

• Tier 2 Windows support

 

Essential Skills/Knowledge and experience:

• Strong written and verbal Communications Skills

• Commitment to Quality 

• Strong Professionalism

• Ability to work well under pressure

• Good organizational and facilitation skills

• Ability to complete complex tasks in a timely manner

• Ability to work with all levels of management

• Grasp of Microsoft Technologies including XP, Proxy, Active Directory

• 2+ years supervisory experience

• IT related BS degree

 

Benefits
Benefits include paid vacation, 401K plan, life insurance, and medical and dental insurance managed by United Healthcare.

PREFERRED METHOD OF APPLYING:

www.redemtech.com/careers