Supervisor, IT Support

ABOUT THE ROLE:

This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position. This is a "hands on" technical management position; the ideal candidate will be able to coach, motivate and lead the team, while being capable of contributing technically and challenging decisions.

RESPONSIBILITIES:

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Closely monitors ticket queue to provide quality assurance of tickets in progress.
• Is hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.
• Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provides reports on IT technician activities, performance, and operational issues.
• Resolves, routes, or escalates service requests to functional teams as necessary.
• Works with team and peers to identify processes that require improvement.
• Participates in the IT Services supply chain, purchasing and distribution process.
• Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborates closely with 3rd party vendors to build strong and long-lasting relationships.

BASIC QUALIFICATIONS:

• Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment.

PREFERRED SKILLS AND EXPERIENCE:

• Thorough understanding of the Windows and Mac operating system and applications.
• Strong Hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Possess excellent organizational skills.
• Experience with standard client applications (ex: Microsoft Office, browsers, etc).
• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
• Must be professional, self-motivated, resourceful, and work with minimal supervision.
• Must be able to set priorities and be flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Must be able to follow procedures and protocols.
• Possess a hands-on approach and management style.

ADDITIONAL REQUIREMENTS:

• Must be willing to travel.
• Willing to work extended hours or weekends as needed.
• Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.

COMPENSATION AND BENEFITS:

$91,800 - $137,700 USD

Base salary is just one part of our total rewards package at SpaceXAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.