Supervisor, Tech Support

About the Team
You will be part of the Workstation Support Team responsible for providing End-user Computing support to all the Corporate Offices, Distribution Centers and Delivery hubs located in the US region. We support a wide variety of devices including PC and Apple Laptops and Desktops, Wired and Wireless Printers, Handheld RF Devices, Avaya Phones, etc. We also support multiple OS systems including MS Windows, as well as Mac OS. 

We are a dynamic, fast-paced company with exciting growth opportunities. We value imagination, diversity, innovative thinking, and hard-working individuals.

About the Role
As Supervisor, Tech Support, you will be responsible for the 2nd and 3rd level team that supports hardware, software, and operating systems for PC and Apple based computing platforms. Work with your team on providing complex technical support for end-user clients. Conduct 1:1s and team meetings. Participate in the talent acquisition process, an associate performance management. Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. You will also interact with senior internal and external team members and partners. 


Responsibilities:

• Participate in all People management activities including setting objectives, conducting reviews, and making salary recommendations for your team.
• Regularly conducts1:1s and team meetings.
• Support and model Technology cultural behaviors including ownership, building great teams, and breaking down barriers. Motivates, personally inspire, and recognizes associates and contractors for their work and behaviors.
• Oversee the daily work activities, typically of non-exempt staff, and operations of a team offering feedback, coaching and development of effective team dynamics.
• Assist with the acquisition of talent, performance management, and other associate interactions.
• May rely on a manager for coaching on handling associate performance issues.
• Be accountable for enforcing company and Technology policies for your team.
• Supervise day-to-day service level delivery, of your team.
• Work within Technology to maximize systems operational status and efficiencies.
• Develop daily operational guidelines and associated training and suggests process improvements where needed.
• Participate in the planning and success of projects within functional area.
• Contribute to development of team’s objectives and business principles and to achieve goals in creative and effective ways.
• Provide input to metrics designed to assess and lead to service delivery improvement.
• When requested provide input in support of budget processes related to their team. 
• Personally, participate and supports Technology’s security and compliance policies and processes, ensuring your team understand and also supports the policies and procedures; provides supports for various audit and audit preparation work.
• Be self-directing in your day-to-day work providing the needed direction to your team.
• Have regular interaction with Technology teams and management, and your team’s customers concerning daily work and customer service concerns.
• Leads the team in a cooperative effort to manage the workload.
• Perform other duties as assigned.

 

Criteria: 

• 3 - 5 years of related experience. Prior team lead experience preferred.
• Bachelor’s degree or equivalent work experience.
• You have previous lead experience with supporting windows-based enterprise or retail environments.
• You have work experience in supporting Windows and Mac Operating Systems.
• You have experience with configuring, administrating, and troubleshooting PC, Desktop and Production printers, Wired and Wireless Zebra Printers, Motorola/Symbol RF Devices.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• You have the confidence to follow detailed documentation accurately and efficiently.
• You work well in a fast paced, collaborative environment.
• You have strong capabilities in empowering and enabling your team members.
• You have strong communication skills that help convey unconventional ideas that well-grounded engineers need to be sold on.
• You have terrific customer service skills.
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