IT Help Desk Supervisor
Torrance, CA

Job Description

SUMMARY
The role of the IT Help Desk Supervisor is to define, implement and continuously improve upon service delivery processes in incident, change and problem management. The processes should be based on the ITIL framework and designed to ensure IT services are continuously available, highly efficient and delivered in accordance with company needs and requirements, policies, procedures, HSE and quality standards. This position will be responsible for leading a department of service technicians that support and maintain computer systems, desktops, laptops, mobile devices and peripherals for end users within the organization and those that work from remote locations. This position will also be responsible for prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

To perform this job successfully, an individual must be able to satisfactorily perform each essential requirements represents the knowledge, skill, and/or ability.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

ESSENTIAL JOB REQUIREMENTS SKILLS AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Review work volumes and partner with other (local and global) teams to ensure a responsive IT service desk service delivery, work volume and quality standards are met
* Provide guidance to customers, department and others as appropriate, regarding interpretation of information Technology policies, procedures, and guidelines
* Coach and develop service technicians
* Communicates performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs in a timely manner
* Develop and monitor metrics to assess the overall quality, performance, and productivity of both department and business function using quality monitoring, survey results, and support tool reports
* Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the department
* Develop and document operations processes
* Anticipate problems by monitoring key department indicators; develop contingency plans and / or corrective action plans
* Analyzes and investigates complex problems and drives for creative solutions and innovation
* Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization
* Determine root cause of issues and communicate appropriately to internal and external customers
* Provides explanations and interpretations within area of expertise
* Manage on-boarding of knowledge and other information to enable the department to be successful in supporting level 1 support implications of varying complexity
* Assist Analysts in providing first line support when workloads are high, or where additional experience is required.
* Proven ability to conduct presentations and facilitate regular meetings with all levels of leadership up to the executive level
* Provide department direction consistent with LISI Aerospace's vision and strategies, and department goals and objectives
* Contribute to the maintenance of the corporate IT project plan and initiatives.
* Help create the priorities and manage the utilization of IT department on priority projects.
* Participate in the definition if IT standards, methodologies, and strategies.
* Responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures.
* Responsible for complying with Work Standards for Information Technology Personnel.
* Continually seeks opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.

WAYS OF WORKING, EXPERIENCE, AND BEHAVIORS

To perform the job successfully, an individual should demonstrate the following competencies:

* Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses experience to complement data; Designs work flows, training materials, and procedures as necessary to implement new processes and enhance productivity in current processes.
* Problem Solving Skills - Be able to define problems clearly, examine issues from various perspectives, evaluate alternatives, identify manageable components parts, deliver technical solutions and use quantitative measures/indicators and analysis to solve problems.
* Technical Skills - Understands and has working knowledge of infrastructure monitoring technologies, process, and techniques. Able to create training materials by gathering information and techniques from subject matter experts.
* Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification; Provides clear and pleasant responses to inquires regardless of the situation; Presents complex concepts in a simple manner to achieve understanding of new concepts at all levels of the organization. Able to teach others how to present and develop leaning materials. Demonstrates group presentation skills; Leads meetings. Excellent customer service communication skills to ensure customer service levels are maintained at a high level.
* Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Places success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of team members. Works as a team with external, internal customers and with department team members to completely resolve escalated claims and benefits issues in a timely manner.
* Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
* Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
* Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
* Planning/Organizing - Prioritizes and plans work activities of self; Uses time efficiently; Plans for resources in a creative way only adding cost as absolutely necessary; Sets goals and objectives; Develops realistic action plans.
* Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Demonstrates poise, tact, diplomacy, and good judgement.
* Supervisory Responsibilities
Supervises directly or indirectly, technical and desktop support personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include but are not limited to interviewing, hiring, and training employees; planning, assigning, directing work and tracking status on worked assigned. In the supervisory capacity this person will be required to appraise performance; reward and coach team members and if necessary discipline. Must be able to address complaints/ concerns by team members and resolve problems. Provide coaching and guidance to direct and indirect reports as needed to develop and maintain excellent people relations and performance.

QUALIFICATIONS
* Bachelor of Science degree in Computer Science, Information Technology or relevant field
* 4+ years leadership experience with direct reports, in help desk or service desk environment
* Solid technical background with an ability to give instructions to a non-technical audience
* A strong professional communication skills and an ability to lead by example both technically and organizationally are integral in developing team members - a major component of this position
* Customer-service oriented with a problem-solving attitude
* Excellent written and verbal communications skills
* Ability to act in a responsive manner to customer inquiries and requests; escalating the most difficult clients or matters as necessary
* Experience with industry recognized technology support / service desk software (ticketing tools, knowledge management tools, call center tools, etc.)
* Experience working with ITIL framework of support
* Project management skills and technical skills (demonstrated through coursework and experience), and ability to complete work by deadlines
* Ability to adapt procedures and processes to accomplish the requirements of the position
* Ability to be flexible in changing work priorities

PHYSICAL DEMANDS, WORK ENVIRONMENT, HEALTH AND SAFETY

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee may occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Safety and Environmental
The responsibilities of the position include compliance with company and governmental safety, environmental and hazardous materials regulations and procedures. Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.