IT Support Supervisor
The IT Support Supervisor is to lead the IT Administrator team to ensure that the help desk issues are resolved in a timely manner and in compliance with the agreed upon service level agreement (SLA). The IT Support Supervisor works collaboratively within the organization, the IT department and business units to ensure the smooth operation of the IT help desk, asset tracking system, hardware replacement, business process improvement, Windows systems administration and user support. Responding to requests using help desk tickets, telephone, email and in-person service within the Liebherr Groups and its Newport News VA location as well as other remote sites in accordance with Liebherr International IT security standards.
Responsibilities
- Maintains IT help desk system to ensure help desk issues are resolved in the timely manner and in accordance with the agreed upon SLA’s.
- Standardizes, manages and communicates IT KPI’s, dashboards, help desk performance reports based on department vision and processes.
- Provides advanced technical support to IT Administrators team as required.
- Maintains the IT asset system to ensure the system stays up to date at all times. This includes procurement of IT assets to maintain uptime and prevent stock outs, asset inventory, FIFO on issuing hardware, and asset disposal in accordance with the company policy.
- Accurately records activities in the help desk ticketing system.
- Tracks equipment and software lifecycles, proposing hardware replacements as appropriate, tracks software licensing and executes renewals.
- Manages new employee onboarding process, including creating and maintaining Active Directory user and computer accounts in accordance with company security policies.
- Manages exiting employee off-boarding process, including deletion of account, legal hold, employee transfer and return and storage of IT equipment.
- Manages the IT client hardware replacement program in accordance with the company policy for all users in North America, this includes maintaining the computer deployment program and execution of the program.
- Collaborates with hardware suppliers to identify hardware models and assist with the negotiation of pricing and discounts.
- Assists in the financial requirements by submitting information for budgets; monitoring expenses.
- Assists in providing quotations based on user requests to ensure they are in compliance with the IT budget and IT security policies.
- Performs/schedules software updates/upgrades to ensure uptime and compliance with IT security policies.
- Identifies frequent/common issues and follows escalation procedure for problems/major incidents.
- Participates in a team that ensures accurate backups of devices and ensures recovery from component failures (Veeam, tape etc.).
- Performs IT key user responsibilities in the area of ERP and other in-house developed systems.
- Assists with continuous improvement projects to improve business process and cut cost.
- Creates and keeps documentation updated related to new and existing IT infrastructure.
- Creates and contributes to knowledgebase articles.
- Trains and provides individual instruction to supervised technicians.
- Participates in cross-functional projects as scheduled.
- Protects organization's value by keeping information confidential.
- Practices 5S methodology to keep responsible areas organized and maintained at all times.
- Supervisory Duties:
- Manages Direct Reports (~5-6).
- Responsible for the overall direction, coordination and evaluation of IT Administrator team.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
- Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies
- Education and Experience: A combination of a Bachelor’s Degree in Information Technology with four to six years’ work related experience or equivalent education with six to eight years related work experience. Technical Certification in Microsoft technologies, preferred (MCP/MCSE/MCSA). A+, Server+, Network+, preferred.
- Solid experience with current Windows server editions and workstations.
- Excellent people skills. Is competent and comfortable with handling support requests via help desk tickets, phone and email or in person.
- Ability to multi-task and work with limited supervision.
- Demonstrated ability to make decisions; support and explains reasoning for decisions; include appropriate people in decision-making process.
- Demonstrated ability to set and achieve goals.
- Solid verbal and written communication skills, ability to communicate technical concepts to technical and non-technical audiences.
- Analytical and problem-solving abilities with keen attention to detail; demonstrates accuracy and thoroughness, looks for ways to improve and promote quality. Monitors own work to ensure quality.
- Ability to work independently as well as in a team environment.
- Experience in negotiating and procuring IT hardware as well as software/contracts and agreements.
- Experience supporting end-users on Windows 10 desktop operating systems required.
- Proficient use of Microsoft Office programs, particularly Excel.
- Experience using help desk software and ability to coordinate with other help desk personnel for successful and timely resolution of tickets.
- Experience in creating technical documentation and standard operating procedures (SOPs).
- Ability to train and support supervised technicians.
- Ability to recognize and troubleshoot Windows operating system related issues.
- Experience using remote connection tools and help desk software.
- Knowledge of Microsoft Security principles and best practices.
- Knowledge of IT security principles, vulnerabilities and protection methods.
- Experience with IT related client and datacenter hardware.
- Travel domestically and internationally up to 10% of the time.
- Ability to obtain and maintain a valid driver’s license and passport.
- Available for on-call work as needed.
- Ability to complete and maintain mine certifications or safety training such as Mine Safety and Health Administration (MSHA) hazard training.
Our Offer
An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.
Referral Bonus: Tier IV
Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Thomas Steele.
Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information.
One Passion. Many Opportunities.
The company
In line with its international growth, Liebherr’s venture into the United States began in 1970. Within a couple of years, the company expanded and completed its production facilities in Newport News, Virginia, for its product line of hydraulic excavators. It was later converted into Liebherr’s manufacturing facility for mining trucks and remains home to Liebherr Mining Equipment Newport News, Co. In addition to its production facility, Liebherr markets a wide variety of products and technologies its companies located across the United States. The companies are Liebherr-Aerospace Saline, Inc., Liebherr Gear Technology, Inc., Liebherr Automation Systems, Co., and Liebherr USA, Co., the umbrella company for eight divisions that are positioned across the United States.
Location
Liebherr Mining Equipment Newport News Co.
4100 Chestnut Avenue
23607 Newport News, VA
United States (US)
Contact
Thomas Steele
trey.steele@liebherr.com
Nearest Major Market: Hampton Roads
