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IT Support Supervisor in Washington, DC at SNI Technology

Date Posted: 6/26/2018

Job Snapshot

Job Description

IT Support Supervisor

Our direct client in downtown Washington D.C. has an exciting opportunity available for an experienced IT professional in its IT department. This position will lead the IT support function to ensure the highest level of service to the firm and its clients. The IT Support Supervisor is also responsible for establishing, monitoring, and meeting or exceeding published and non-published service levels. This position will also be responsible for constantly evaluating the firm's support requests to discern patterns and trends; make recommendations accordingly for system or program updates or changes, training and education opportunities, or any other activities that will improve user productivity and client service. Also, this position will work closely with the firm's training staff to ensure that all education and training efforts are appropriate and responsive to firm needs.

This position is also responsible for the following:

  • Managing and maintaining relationships with vendors providing support to the service desk, to include outsourced help desk.

  • Run reports confirming IT support is meeting SLA's.

  • Maintaining the Knowledge Base articles within the ticketing system. Modifying and posting when needed and ensure current and accurate information is reordered.

  • Developing Service and Business Level Agreements to set expectations and measure performance.

  • Maintaining communication with outsourced/offsite first tier support managing and coordinating urgent and complicated support issues while acting as escalation point for all requests and incidents.

Qualified candidates should possess the following:

  • Bachelor's degree in Computer Science/MIS or equivalent certification from an accredited technical training school or equivalent experience in general MIS/computer support is required.
  • At least 5 years' experience working in a service desk environment is required.
  • Three years of lead/supervisory experience is required.
  • Strong dedication to customer service.
  • Experience managing vendor relationships.
  • ITIL v.3 certification
  • Demonstrated experience with standard software applications, including MS Office, Windows. May require database management skills with ability to produce reports. Ability to use advanced computer functions including navigating the Internet. Ability to manipulate, analyze and interpret data.
  • Experience with legal specific applications.