Technical Support Supervisor/Tech III

Technical Support Supervisor/Tech III

Vacancy expired!

The Technical Support Supervisor (TSS) position provides troubleshooting, engagement with projects, leadership and mentoring to the Technical Support team located in Washington, DC and other offices. The TSS will provide proactive management of the TST to produce problem resolution and quality performance in all aspects of their jobs. This position requires the ability to manage employees in regional offices across the US and the ability to communicate effectively and proactively with team members. Management and leadership skills are required to fulfill this role effectively and successfully. Strong communication skills both written and verbal are required in order to lead the Technical Support staff.
TECHNOLOGY SUPPORT LEADERSHIP (30%)

• Function as a Technology Support “Transformer” by requiring new technology expertise within IT Support for technology initiatives across departments. This would include cloud document sharing, document management systems, workflow products and legal macros.

• Mentor Technical Support staff on proactively learning software applications and identifying technology needs within departments where IT can be of support.
• Supervises junior tech support analysts

SOFTWARE/HARDWARE/NETWORK ADMINISTRATION (45%)

• Primary role is to trouble-shoot and resolve IT issues being reported by staff via phone, email and other.

• Function as a “Technology Transformer”: proactively encouraging the adoption of new systems/software and providing training to the user audiences as appropriate. This includes promoting new technology within IT. For example, cloud document sharing, workflow products, mobile device management and a robust ticketing system for IT.

• Clearly and consistently document user issues, actions taken to resolve them, and problem resolution within ticketing system.
• Work in concert with the Technical Support Manager to mentor others in the Technical Support team to best practices.

• Attend training sessions to become THE product expert on select new technologies.

PROJECT WORK (15%)

• Project manage specific technology deployments, upgrades, and new software implementations.
• Manage the IT efforts for offsite staff meetings; including planning, execution and on-site support ensuring that IT is providing the appropriate level of support.
• Participate in organizational workgroups.

MANAGEMENT – GENERAL (10%)

• Administration (General) – attend staff meetings, email management, timesheets, and other administrative tasks.

Supervise Junior Technical Support Analysts

• Develops staff by providing career development opportunities with appropriate training, encouragement, and supervision.
• Provides staff with performance feedback and acts as a coach and mentor.
• Promotes inclusive work environment for team and models inclusive behavior.
• Working with the Director of Service Delivery, recruits and hires qualified candidates who fit position requirements and the work environment.
• Develops staff by identifying and encouraging training and professional development opportunities appropriate to role and creating development plans for all staff.
• Provides supervised staff with consistent performance feedback – both positive and constructive and acts as a coach and mentor.
• Creates a respectful and inclusive work environment for team and models respectful and inclusive behavior.
• Promptly addresses micro-aggressions and other concerns brought to their attention.
• Communicates regularly with existing employees and encourages staff to raise concerns and to provide ongoing feedback.
• Values and uses individual differences and talents to improve employee satisfaction and the quality of collective work.
• Celebrates successes and helps team members to understand and manage setbacks.