System Support Supervisor - Client Services NF4

Oversees and leads a 24/7 Helpdesk team specializing in technical support and client service inquiries.  Acts as the primary point of contact for Client Services and Systems Support, addressing daily reported issues, escalated or long-term issues to ensure timely resolution. Manages daily operations by scheduling, coordinating, supervising, and evaluating team performance. Develops, implements, and refines operational policies, procedures, and work standards to maintain efficiency and effectiveness. Continuously monitors workflow to optimize processes and enhance service delivery.

Acts as the primary point of contact for Client Services operations in the absence of the Client Services/Systems Support manager. Collaborates with managers and departments to assess IT requirements, develop new applications, and address operational problems.  Coordinates with systems, programming, and operations personnel to streamline activities and mitigate technical issues. Works closely with the Client Services/Systems Support Manager to establish priorities, set deadlines, and adjust work schedules to align with user needs and evolving operational demands. Resolves production scheduling conflicts, maintains records, prepares correspondence and reports and participates in meetings to support organizational objectives.  

Provides leadership and supervision for employees by overseeing work distribution, task assignments, and performances evaluations. Supports professional development through coaching, counseling, tutoring, and mentoring, while managing personnel actions/leave approvals, and reviewing and approving timecards, keeping abreast of and actively supporting the principles of the EEO program, and prevention of sexual harassment.  Must be alert to alcohol abuse and take appropriate action.  

Acts as liaison between Client Services/Systems Support and other MCCS departments and staff, field commands, branch heads and system administrators when new IT projects are being proposed and implemented.  Analyzes and troubleshoots computer system problems to support users, staff and field personnel on PC/LAN software to include: Windows OS, MS Outlook, MS Office, Cloud Technologies, and other related software.  Creates and maintains Standard Operating Procedures, how to guides, and maintains and updates Helpdesk Ticket Tracking software and other related documentation.  Creates and administers the Active Directory and email accounts. Offers end-user assistance via phone, email, and in-person visits to the Helpdesk.  Provides backup, restores operations on user directories, and troubleshoots telecom issues.  Acts as the Client Services Problem Management liaison. Initiates contact with internal support groups, commands, field personnel, outside vendors and others for problem identification and resolution.

Provides World Class Customer Service with an emphasis on courtesy.  Assists customers and communicates positively in a friendly manner.  Asks questions to determine, verify and solve problems.  Checks for satisfaction on the quality of services.  Takes action to solve problems quickly.  Alerts the higher-level supervisor, or proper point of contact for help when problems arise.  

Develops and ensures implementation of an activity safety program in accordance with the Base Safety Program.  Advises employees of available safety regulations, instructions, materials and equipment.  Promptly reports workplace accidents to the Human Resources Office.  Ensures safety training is provided for employees.  Complies with OSHA standards and takes action to correct unsafe or unhealthy working conditions.  Ensures employees understand safety infractions that can result in disciplinary actions and follows through with appropriate action.  Ensures minimal loss of duty by complying with "Return To Work" program initiatives and following up on employee well-being.

Works a fluctuating work schedule to complete work assignments outside of the typical workweek in a 365-day, 24-hour, 7-day shift operation.  

This is a white-collar position where occasional lifting up to 20 lbs. may be required    

Performs other duties as assigned.

 

Four years of experience working in an Information Technology Operations Center, Help Desk or technical support environment that demonstrates knowledge and skill of: reading, analyzing and interpreting complex technical data; familiarity with support of multi-vendor networked systems installations, including MS Windows, Unix and Cisco; strong PC/LAN hardware and software troubleshooting skills; ability to discuss and demonstrate knowledge of personal computers and operating systems, and network technologies and concepts. OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above that includes a minimum of two years of progressively technical hands-on experience, OR appropriate experience that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above. 

Ability to evaluate effectiveness and efficiency of policies, procedures, and operational programs. Ability to travel is a requirement. Must demonstrate skills in communicating effectively, both orally and in writing. Must demonstrate strong business acumen.

Skill to supervise employees and serve as senior technician or team leader in the accomplishment of technical support work, and completion of computer operations in a software systems support environment.  Exceptional customer relations and interpersonal skills. Skills to plan, schedule, coordinate, supervise and review work in an efficient manner.  A+, Net+, Security +, Microsoft or Cisco certifications a plus.