This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4321088

The Tech Support Supervisor supervises a team of distributed technical support staff, ensuring the delivery of exceptional internal customer support. This role involves managing day-to-day operations, providing technical guidance, and fostering a culture of continuous improvement. This position ensure proper procedures are being followed and use judgment to prioritize and escalate issues. The Tech Support Supervisor leads the efforts for key technology upgrades, such as major printer roll-out across all locations or other technology changes as they arise. This position works with the IT Asset Team to procure, install, and properly disposition bank equipment at new and existing locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Lead and mentor a team of desktop support technicians located across various sites. This duty is performed daily.

\ 2. Coordinate and manage team activities to ensure timely and efficient resolution of support requests. This duty is performed daily.

3. Prioritize issues based on severity urgency and customer impact. This duty is performed daily.

4. Act as an escalation point for complex technical issues and customer complaints. Develop and implement strategies to improve customer support processes and outcomes. This duty is performed daily.

5. Review completed issues to verify accurate and timely resolution. Monitor and analyze support metrics to drive continuous improvement. Identify areas for improvement in support processes and implement changes. This duty is performed monthly.

6. Ensure departmental procedures are current and up to date. Collaborate with other IT teams to ensure seamless support and integration of services. This duty is performed daily.

7. Communicate with end users to ensure excellent customer service. This duty is performed daily.

8. Work with support personnel from other departments to escalate/resolve issues pertaining to the enterprise environment. This duty is performed daily.

9. Represent technical support during corporate projects. This duty is performed daily.

10. Compile and distribute monthly/annual reports for technical support performance. This duty is performed monthly.

11. Collaborate with Research, create, and maintain hardware and equipment standards throughout company, both retail and non-retail. Stay updated with the latest technology trends and best practices in desktop and remote support. This duty is performed weekly.

12. Install computer and teller equipment (e.g. validators, PIN pads) at new and existing locations. Remove and properly disposition equipment during branch closures or relocations. This duty is performed daily.

13. Act as subject matter expert for the Tech Support team for all bank conversions while working with the project managers. This duty is performed daily.

14. Perform any other related duties as required or assigned. This duty is performed as needed.

15. The ability to work in a constant state of alertness and in a safe manner. This duty is performed quarterly.

16. Completes required BSA/AML training and other compliance training as assigned.

17. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

Broad knowledge of such fields as accounting, marketing, business administration, finance, etc. Equivalent to a four year college degree, plus 3 years related experience and/or training, and 12 to 18 months related management experience, or equivalent combination of education and experience.

PREFERRED CERTIFICATES, LICE SES, REGISTRATIONS

ITIL certification or similar.

CompTIA A+

HDI (Help Desk Institute)

RESPONSIBILITY FOR WORK OF OTHERS

Supervises a moderate size group (8-15) of employees, but possibly smaller if difficult, semi-technical work, requiring considerable direction and assistance, is involved. Plans, directs and coordinates work, makes decisions, and performs personally the more difficult aspects of the same broad assignment.

Supervises the following departments: Technical Support

Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to walk, sit, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl; occasionally required to stand. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision; and distance vision.

ADDITIONAL INFORMATION

Required Education and Experience:

- Three (3) years of experience installing, maintaining and troubleshooting Microsoft Products\ - Three (3) years of experience sup