Supervisor, Technical Support Specialist

Manages all the Tier I ITSD teammates and any escalation 

Resolves escalations from other team members in a Tier III and Supervisory capacity 

Identify, purchase, receive and approve payment for required equipment and supplies 

Ensure timely procurement of IT equipment and services for onboarding and ongoing support 

Identify, design, develop, document, and deploy technical solutions 

Lead enterprise-wide deployment efforts 

Work with wireless providers to ensure availability of devices 

Work to ensure new wireless device models are tested prior to end of life for previous models 

Process and receive offboarded employee equipment 

Work with agency leadership to ensure timely return of employee equipment 

Improve processes by identifying and implementing scalable solutions 

Establish and maintain effective vendor relations 

Work to develop and maintain asset disposal solution  

Other reasonable duties assigned by Manager 

Provide back-up support to the Manager, End User Services 

Leads daily team huddles and weekly team meetings 

Responsible for the day-to-day management of two or more Technical Support Specialist I team members 

Interviewing, hiring, training and termination of department personnel 

Provides consistent coaching and provides challenge and opportunity to direct reports  

Supervises direct reports with consistency and clarity of expectations 

Completes yearly evaluations in an accurate and timely manner 

Performs coaching, counseling and discipline as needed 

Works with direct reports to ensure employee satisfaction and resolution of issues and concerns 

Timecard management 

Previous leadership experience is preferred 

Strong customer service and documentation skills 

Strong verbal and written communication skills 

Ability to identify and execute predetermined procedures 

Demonstrated success managing multiple priorities while delivering results 

Experience troubleshooting and resolving basic network problems 

Experience provisioning, supporting, and repairing Windows hardware 

Experience installing and administrating a Microsoft workstation environment 

Experience administrating Microsoft Active Directory Users and Computers 

Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users 

Experience provisioning and administrating end-user telephony devices 

Experience deploying and administrating backend telephony services 

Experience installing, configuring, and updating Windows Server Operation Systems 

Experience installing and configuring workstation and server applications 

Experience implementing and administrating Mobile Devices via Mobile Device Management 

Demonstrated ability to follow directions and deliver results individually and as a team member 

Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers 

Understands, adheres to and effectively communicates company policies and procedures 

CompTIA A+, N+, CCNA, Microsoft or other industry certification(s) 

Possess a valid driver’s license and a good driving record 

Maintain a professional appearance as a representative of the company