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Collegis Education · 1 month ago

Senior IT Support Specialist Supervisor

St. Paul, MN

Full-time

Hybrid

Senior Level

$75K/yr - $90K/yr

5+ years exp

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities. The Senior IT Support Specialist Supervisor will manage a team of IT Support Specialists, ensuring optimal performance and adherence to best practices in IT support across various operating systems.

EducationInformation Technology

Responsibilities

Supervision and mentorship of employees at local and remote locations

Partner with Support Services Leadership to develop and implement strategies and training initiatives to increase Support Specialist effectiveness

Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service

Provide periodic review of employees that includes coaching customer service, technical ability and additional skill building as determined during review (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on an annual basis)

Responsible for mid and year-end performance reviews and managing performance of your reports, through consistent feedback and formal performance reviews

Sustain project updates and status reports to leadership on a regular basis

Maintains a strong understanding of partner’s environments, including but not limited to software applications, learning management systems, and account creation procedures

Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems

Maintain and enforce the asset refresh program to keep technology in an up-to-date fashion

Maintain desktop application inventory and assist with software licensing maintenance

Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase

Define and maintain security procedures and policies; enforce these policies with ITSS team members

Monitoring, supporting, and troubleshooting systems issues

Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues

Reduce the risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer

Manage and mentor student-work studies

Continue training for ITSS team members on processes and procedures

Qualification

IT support managementWindows Server troubleshootingMicrosoft 365 proficiencyAV technology supportCustomer service skillsAnalytical skillsTeam managementHigher education technology knowledgeNetwork device troubleshootingCommunication skillsProblem-solving skillsTechnical documentation