Supervise IT support team, manage service requests, develop best practices, analyze support trends, oversee end-user technology operations, and improve service delivery.
What You Will Do:
As the End User Tech Ops Supervisor at JCI, you will play a critical role in leading our dedicated IT support team. Your primary responsibility will be to ensure the efficient operation of technology services provided to end-users across the organization. You will oversee the resolution of technical issues, manage support ticket workflows, and work closely with other IT departments to optimize service delivery. Your leadership will foster a culture of excellence and continuous improvement within the team.
Key Responsibilities:
- Lead and mentor the end-user support team, ensuring a high level of technical expertise and customer service.
- Oversee and prioritize the management of incoming service requests and incidents through the support ticketing system, ensuring compliance with service level agreements (SLAs).
- Develop, implement, and maintain best practices and standard operating procedures for IT support operations to enhance service quality.
- Conduct regular training and development sessions for team members to improve their technical skills and customer service capabilities.
- Analyze trends in support issues and work collaboratively with cross-functional teams to address recurring problems and enhance user experience.
- Manage the installation, configuration, and maintenance of end-user devices, software applications, and related technologies to ensure optimal performance.
- Generate and present reports on support metrics, team performance, and user satisfaction for management review and decision-making.
- Act as a point of escalation for complex technical issues, providing guidance and support to team members in resolving challenging problems.
- Stay updated on the latest technology trends and solutions to continuously improve the end-user support services.
What We Look For:
Required Qualifications:
- 12-15 years of experience in IT support roles, with a minimum of 5 years in a leadership or supervisory position.
- Strong technical background in hardware, software, and networking technologies.
- Demonstrated experience in managing support teams, with a focus on enhancing service delivery and customer satisfaction.
- Exceptional communication and interpersonal skills, with the ability to effectively interact with users at all levels.
- Proven ability to analyze data, identify trends, and implement solutions to improve service efficiency.
Preferred Qualifications:
- Experience with IT Service Management (ITSM) tools, particularly ServiceNow.
- Relevant certifications in IT support, management, or related fields (e.g., ITIL, CompTIA).
- Familiarity with end-user technologies, including PCs, mobile devices, and cloud-based collaboration tools.
- Strong project management skills and experience in leading technology initiatives.
Join JCI and contribute to a forward-thinking organization that values innovation, collaboration, and professional development!
Top Skills
Cloud-Based Collaboration Tools
It Service Management
Servicenow
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