IT Supervisor at Brites Management

Duties and Responsibilities

• Maintain IT policies and procedures consistent with Company policy
• Develop Standard Operation Procedures (SOP)
• Develop standard operating procedures and ensure team members follow company standard ‘best practice’
• Confer with and supervise subordinates on administrative policies and procedures, technical problems, priorities, and methods
• Provide support and guidance to other team members in the Software Development
• Lifecycle processes such as reviewing, designing and testing
• Performance, scalability, durability, and testing of solutions
• Cross-function engagement as it will be aligned predominantly to the Marketing & Sales business partners, and application delivery teams
• Lead the incidents management process for all incidents to resolution
• Manage all other incidents and user requests to timely resolution
• Ensuring correct execution of Incident Management Process using operational guidelines
• Establishes, plans and implements the policies and procedures to support the operation of the Service Desk
• Develop and enhance guidelines to ensure all knowledge base documentation and troubleshooting procedures are current and accurate
• Ensure timely and appropriate escalation, communication and closure of incidents having business impact
• Measure and monitor Service Level Agreements
• Provide daily, weekly and monthly Service Level Reports
• Quality Call Monitoring of support personnel
• Monitor for availability, response times and problem trends
• Initiate the Problem Management process to review root cause analysis and drive continuous improvements by eliminating recurring incidents
• Drive timely communication and appropriate level of reporting for IT and Business Stakeholders
• Utilize and leverage resources and personnel to meet SLA’s, accomplish goals and tasks in a timely fashion
• Maintain a high level of professionalism and be accountable for actions
• 55% Incident & Service Request Management and Team management, resolve proactive/ monitored issues, identify & escalate reoccurring problems, and resolve issues reported by other IT teams or trading partners
• Adaptable and curious with a strong desire to learn more than taught
• Keen Sense of priorities coupled with focus on relentless determination
• Resiliency to learn, recover, and take the risk to grow outside their comfort zone
• Pursue and reinforce collaboration with a focus on creating a positive customer experience
• Change leadership in a highly complex, ever evolving environment.

Key Requirements Skills, experience and qualification

• IT Audit experience related to General Controls, Privacy, HIPAA, GLBA ITIL incident management, including upholding SLAs
• Microsoft and OS X based operating systems
• Computer imaging and onsite and warranty for end user equipment
• Researching complex issues with end user software and hardware
• Demonstrates clear desire to be a team leader in customer service and execution of IT support and takes on advanced responsibilities
• Experience in a Project Manager or delivery role is necessary
• Strong facilitation experience and active listening skills
• Strong team building and relationship management skills
• Creative and Flexible in approaching different situations
• 5 years of practical work experience in IT.
• Previous supervisorial experience highly preferred.