Information Technology Support Supervisor

Company: Choctaw Nation of Oklahoma
Location: Durant
Posted on: February 25, 2021

Job Description:

IT Support SupervisorDescriptionJob Purpose or Objective(s): The IT Manager is responsible for managing the activities and personnel of the IT Support Service Desk.Primary Tasks* Manage the processing and completion of incoming requests to the Service Desk via telephone, email, and self-service to ensure courteous, timely and effective resolution of end user issues.* Enforce policies and procedures that outline how requests are received, documented, assigned, escalated, and completed.* Development, implementation, and enforcement of goals, objectives, policies, procedures, and priorities for assigned programs.* Quality analysis of performance for the Service Desk activities and documented resolutions; identify problem areas, and devise solutions to enhance quality of service and to prevent future problems.* Plan, direct, coordinate and review the work plan for assigned staff, assign work activities, projects and programs, review and evaluate work products, methods and procedures, meet with staff to identify and resolve problems.* Coordinate service desk training and development of user guides and FAQs; prepare and present staff reports and other necessary correspondence.* Provide and present regular reports in regards to team performance and areas for improvement.* Assess need for any system reconfiguration based on request trends. Find system-based solutions that would reduce incoming incidents and requests.* Build, manage and continually improve a highly functional and efficient IT team to achieve agreed to goals. Review performance of the key team managers within the departments.* Other duties as may be assigned.Required Education, Skills And ExperienceMINIMUM* Bachelor's degree in computer science, MIS, or a related field* School Diploma* Must possess excellent communication skills* Must be highly motivated, self-initiating, and trustworthy* Ability to lead and manage technical staff* 5 years of directly related experience in managing and leading infrastructure, IT security, server, storage, service desk, desktop, and data center environments, along with experience with all of the policies, procedures, and practicesTARGET* Bachelor's degree in computer science, MIS, or a related field* Must possess excellent communication skills* Must be highly motivated, self-initiating, and trustworthy* Ability to lead and manage technical staff* 7 years of directly related experience in managing and leading infrastructure, IT security, server, storage, service desk, desktop, and data center environments, along with all of the policies, procedures, and practicesJob Information TechnologyPrimary Location OK-DurantWork Locations Durant Casino 4216 S Hwy 69/75 Durant 74701Organization Information TechnologySchedule RegularFull-timeDay JobReq ID: 20009367

Keywords: Choctaw Nation of Oklahoma, Allen , Information Technology Support Supervisor, IT / Software / Systems , Durant, Texas