IT Support Supervisor

POSITION SUMMARY -

The primary function of all Motion IT roles is to provide the field with what they need to move units while safeguarding the security and integrity of Motions IT environment.

Reporting directly to the Sr. IT Support Manager the IT Support Supervisor oversees daily workflow for and the functional management of a diverse team of 20 onsite and remote IT professionals charged with supporting 10k users and 40k endpoints across North America.

Key responsibilities include:

• Working and managing priority and escalated IT incidents to resolution

• Managing workflow and staffing levels across multiple shifts to ensure adequate coverage and promote optimal response time to reported IT issues and requests

• Data Analytics: Build monitor report and leverage metrics to gauge individual and team performance identify opportunities for improvement and ultimately the distance between Motion IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel PowerBi Power Platform Dynamics365 Confluence ADO and ServiceNow

• Manage the onboarding training and continuing education of IT Support staff for the purpose of building depth at critical positions and enhancing overall team capability

• Take ownership of provide direction for and leverage deep technical and proprietary institutional knowledge to prioritize efforts and key performance indicator results of the IT Support team

• Strong Technical Ability: Collaborate with IT infrastructure and escalation teams branch and distribution center staff business and corporate leadership vendors and contractors to troubleshoot and resolve complex multi-layer IT issues involving proprietary software cloud and on-premises infrastructure networking security and automation

• Build monitor report and leverage metrics to gauge individual and team performance identify opportunities for improvement and ultimately the distance between IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel PowerBi Confluence Power Platform and ServiceNow

The ideal candidate will demonstrate strong people management skills a data-driven approach to decision-making and the ability to coordinate and prioritize effort at scale in a quality sensitive enterprise environment.

EDUCATION & EXPERIENCE

Typically requires a bachelors degree and five years of relevant experience and 3 years of management experience or an equivalent combination.

KNOWLEDGE SKILLS ABILITIES

• Proven ability to operate as primary escalation point for a wide range of IT support
  issues.

• Ability to adapt to change and new challenges identify and evaluate potential impact
  prioritize and proactively marshal resources accordingly to ensure the demands of IT
  support from the field are met.

• Ability to digest understand apply build documentation for and quickly communicate
  new technical concepts in a way that minimizes impact on the field and builds depth at
  the position across all of IT support.

• Ability to recognize analyze and question established methods and processes in a
  productive way and a willingness to work with leadership in seeking alternatives to those
  that no longer serve.

• Experience with Cisco and Fortinet network gear and operations NetBox PRTG PutTy
  CUCX CUCCX RDP VOIP ServiceNow Asset Management ISE iBoss Active
  Directory AnyConnect PsExec PowerShell SharePoint Printer Admin Access Excel
  SCCM AV tech Windows OS iOS Android MDM and Kronos a plus.

• Ability to delegate tasks and follow budget and timelines.

• Customer service skills.

• A wide range of technical skills and problem-solving skills.

PHYSICAL DEMANDS:
Must be able to perform on-site physical duties as related to PC peripheral hardware AV communications and automation system deployment troubleshooting shipping and receiving and repair including crawling under desks lifting packing sorting stacking and moving.
LICENSES & CERTIFICATIONS: CompTIA CCNA and other relevant certifications
preferred.
SUPERVISORY RESPONSIBILITY: 5-10 Direct Reports
BUDGET RESPONSIBILITY: NONE
COMPANY INFORMATION:
Motion Industries offers an excellent benefits package which includes options for healthcare coverage 401(k) tuition reimbursement vacation sick and holiday pay.

DISCLAIMER: This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties responsibilities and skills required. Management retains the right to add or modify duties at any time.

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