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IT Service Desk Supervisor at MiTek

Posted in Customer Service 30+ days ago.

Location: Chesterfield, Missouri





Job Description:



Job Description

MiTekĀ® is a global provider of building solutions for the residential and commercial construction industries. Utilizing software, services, engineered products, and automated manufacturing equipment, MiTek partners with clients to accelerate their genius and deliver breakthroughs in building. With a rich 60-year history and a network of 6,500 team members worldwide, MiTek pairs local expertise with global capabilities. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation. Learn more at www.mii.com .

Summary

The IT Operations Supervisor will Coordinate the day-to-day activities of a team (or shift) of para-professionals to ensure that computer operations run smoothly and reliably. Activities of the team may include data processing, data entry, data control, position language set-up, and tape library. Coordinate, coach, and mentor team members; prioritize and assign tasks to ensure that the team's resources are used effectively and that work schedules and targets are met. Monitor the performance of equipment and processes; identify, troubleshoot, and resolve scheduling problems in order to maintain efficient computer operations. Prepare activity and progress reports so that performance problems can be identified and resolved.

This position reports to the Operations Manager. It involves additional support requirements such as 24 hour rotated on-call coverage for Support issues. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite locations.

Job Responsibilities & Requirements

Essential Functions:


  • Leadership, coaching, mentoring of Service Desk and Tier II teams. Work as an escalation path and liaison between other IT functional groups.

  • Review and mentor the Service Desk and Tier II, with appropriate and constructive feedback

  • Provide superb technical system and user support by responding to calls, email, and other requests for technical support

  • Track statistics on incident and problem resolution

  • Apply and/or enforce ITIL Best Practices

  • Increase First Contact Resolution Rate and increase Knowledgebase utilization

  • Develop processes for escalation to Tier 2 and Tier 3 support teams

  • Identify and work with Management to implement improvements to the Service Desk ITSM tool in order to provide a more effective and efficient service to our customers

  • Produce weekly and monthly performance reports for Leadership

  • Act as an escalation point for critical incidents or if difficult or controversial calls are received

  • Ensure service levels are achieved in line with customer expectation and published SLA's

  • Review performance reports and make service improvement recommendations

  • Ability to identify and organize tickets as well as monitor and respond quickly and effectively



Other Job Functions
  • Monitor Service Desk for tickets assigned to the queue
  • Monitor inbound calls for performance coaching and scoring
  • Maintain Knowledge Base
  • Inform Leadership of recurring Incidents
  • Track user account creation, changes and deletions
  • Act as a liaison between customers and technical escalation teams
  • Utilize and maintain the Service Desk tracking software
  • Contribute to company vision and direction by helping improve technical practices, as well as choosing key technologies and issues to address as we grow.


SKILLS & ABILITIES

Education:
  • Associates or Technical Degree, Computer Technology or 5 years equivalent experience.


Computer Skills:

  • 7+ years' experience with PC and with server hardware/software troubleshooting to the component level in a Windows 7 and Windows 8 environment.

  • 7+ years of direct or indirect problem determination and resolution.

  • Must be self-motivated, team oriented and possess strong communication and interpersonal skills.



Other Requirements:

  • Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve.

  • Strong sense of urgency and strong commitment to quality customer service is required.

  • Ability to analyze and interpret data (metrics) in order to improve the delivery and support of services to our customers.

  • Familiarity with and/or ITIL concepts or certification preferred.



MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

www.mii.com

PI139548579


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