GDOT IT Support Supervisor

Short Description

IT Support Supervisor will manage a team of analysts to support our commercial enterprise and custom-built applications.

Complete Description

We are seeking an experienced IT Support Supervisor to lead our IT application support team and ensure that Georgia Department of Transportation’s (GDOT) IT enterprise applications are operating effectively and efficiently. The successful candidate will be responsible for supervising, guiding, and /or instructing the day-to-day operations of the IT support team in a help desk environment which includes direct customer contact for issues of a highly technical nature. Ensures stated service and efficiency goals are met. The support team is responsible for a variety of custom applications and commercial off-the-shelf products supporting the business functions.

• Local candidates only as they may be required to be onsite throughout the week.
  
  

Responsibilities

• Working from home, lead and manage a team of IT support specialists, application administrators, and support
  
  

developers by providing guidance, support, and training as needed.

• Monitor and analyze the performance of the IT support team, ensuring that support requests are handled
  
  

efficiently and effectively.

• Develop and implement IT policies, procedures, and best practices to ensure that our IT enterprise
  
  

applications are supportable and maintainable.

• Ensure that customer SLAs are met on a daily, monthly basis
• Evaluate and recommend software solutions to improve the ability to support GDOT’s IT enterprise
  
  

applications.

• Work with other teams and offices to ensure that the IT support team is providing the necessary support to
  
  

meet the needs of GDOT.

• Coordinate and/or troubleshoot technical issues and provide guidance to the IT support team in resolving
  
  

complex technical problems.

• Interviews and hires qualified individuals to fill open roles within the department
• Generates daily, weekly, and monthly reports requested by both internal and external clients
• Develops and mentors employees to a high level of competency
• Handles issues of a highly technical nature, and challenging calls from clients
• Assist in the identification, development and documentation of required relevant policies
• Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness
  
  

of the function and process. Continually monitor KPI performance and identify opportunities for improvement

• Monitors staff performance and schedule adherence to improve efficiencies and/or identify training
  
  

opportunities, and to ensure proper coverage

• Remains current on internal procedures and external client requirements