Job Description :
Organizes and directs the daily activities of the Field Support team. Manages, trains, and guides Field Support Technicians to execute their tasks. Acts as the IT site lead.
Duties and Responsibilities:
Plans ahead to effectively manage daily activities of Field IT team to ensure maximum productivity
Coordinates resources to resolve production support issues
Practices and ensures team compliance with that of all the organization’s policies and procedures.
Collaborates with internal customers to understand their issues and requests
Suggests changes to procedures or technology configurations to improve support services efficiency
Accountable for achievement of Service Level Agreements
Creates desktop and laptop build processes for local site
Performs software distribution and patch management to Windows desktops and laptops
Maintains relevant and current knowledge as well as leadership within assigned technical fields
Prioritizes work efforts and has ability to multi-task in a fast paced environment; provides clear and timely updates to customers and IT management
Attends, follows up and resolves customer complaints and questions
Compiles and maintains lists of on-call and key schedules and personnel
Ensures that team members acquire the appropriate support and training to apply the best skills and knowledge on the job
Carries out performance measurement, monitoring, & evaluation of all technicians to improve efficiency
Updates databases (ITAM) and organizes activities related to maintenance and repair of equipment, ordering new hardware
Works with management team and staff to ensure compliance of team to IT work process SOPs to support collection of workload metrics
Prepares and directs schedules, monitors attendance of techs, schedules breaks & shifts as necessary
Communicates solutions, successes, and opportunities to the Field IT Management team
Carries out other duties as requested by management
Supervision Exercised:
Participate in coaching and mentoring of junior team members
Facilitates discussions and manages conflicts to resolution
Provides mid-year and annual performance development reviews
Participate in interviewing, hiring and performance management
Work with peers to ensure optimal cooperation across the organization
Manage timecards (Approve/Sign-off)
Will oversee approximately 10 Analysts, Specialists & Technicians
Qualifications:
Education Preferred:
Bachelor’s degree, or business experience equivalent
Required Work Experience:
3 – 5 years IT support and project management experience
Proficient with Microsoft Project, Access, PowerPoint, and Excel applications.
Strong technical knowledge of interfaces, web services, data networking, voice communications and desktop services.
Excellent technical and problem solving skills.
Proficient with priority setting and learning on the fly
demonstrated proficiency in verbal and written communications and presentation skills.
Physical and Mental:
Ability to multi-task, Analytical skills, Ability to follow verbal or written instructions,
Thinking analytically, Communication,
Using effective verbal communication, Using effective written communication,
Handling stress & emotions, Concentrating on tasks,
Making decisions, Adjusting to change,
Examining/observing details, Sitting for long periods at a time.
Other:
Excellent organizational skills.
strong commitment to customer and employee satisfaction.
Experience in a Clinical Laboratory environment desired.
Strong commitment to quality driven by Six Sigma principles.