IT Support Supervisor

Job Details

Level

Experienced

Job Location

BLU National Offices - Coppell, TX

Position Type

Full Time

Education Level

Bachelors Degree

Travel Percentage

Up to 25%

Job Category

Information Technology

Description

Barcel USA is looking for an IT Support Supervisor to join our growing technology team. The candidate must have professional experience in enterprise systems, device management, and complex support models. This position will be responsible for ensuring that the IT systems, networks, and devices are functioning properly, securely, and efficiently. Provide technical support, guidance, and training to the IT team and other users. Must be proactive to find opportunities regarding device and process improvements. Responsible for maintaining support processes (40%), physical support (40%), and documentation (20%). This position is required to be on-site Monday through Friday.

• Ensure compliance with GB global standards, regulations, and best practices, and conduct regular audits and assessments.
• Provide leadership and coordination of support teams for field service technicians.
• Monitor and evaluate the performance, availability, and security of the IT systems and services, and troubleshoot and resolve any issues or incidents.
• Manage, monitor, and maintain all hardware: computers, printers, handhelds, tablets, hard phones, cellphones, timeclocks, projectors, and all user hardware.
• Ensure device equipment has proper peripherals and accessories.
• Oversee device kits, requests, deployments, returns, recycles, field swaps, lost, stolen, broken, storage, tracking, and asset reporting.
• Oversee recurring health checks for all equipment to include accessories.
• Share weekly hardware reports to upper management to include available stock.
• Leader for IT audits and on/off boarding processes for equipment.
• Point of contact for MFP printers to include user support and troubleshooting.
• Assess device condition and support the repair/upgrade processes.
• Manage, monitor, and maintain the IT infrastructure, including servers, networks, hardware, software, and security systems.
• Maintain servers, access, and applications related to the network.
• Administrator for soft phone applications to include seat management.
• Project Manager for network related projects to include small network requests.
• Provide technical assistance and troubleshooting to the IT team and other users and escalate issues when necessary.
• Conduct support meetings to manage ticket statuses and next steps for infrastructure and application support activities while maintaining SLA times according to business technology global standards.
• Apply required configurations on peripherals, devices, and applications defined by application support or project teams.
• Responsible for RF image testing.
• Coordinate training activities for local applications, phones, service now, and security systems.
• Collaborate with the local technology team to ensure utmost support service, end user experience, and user perception.
• 25%-50% travel required for local and out-of-state locations.
• Dispatch 3rd party emergency response teams with management approval.
• Travel to out-of-state locations for emergency responses on short notice.
• Any other tasks and responsibilities assigned by manager.
  
  

We are one community and strive to transform the business by leading change and providing insights for more transparency and open feedback to improve our operation. We seek to identify problems and participate in root cause analysis to reduce waste in processes. We are adapting new technologies to transcend our systems and use of data which will result in exceeding goals and executing opportunities.

Barcel USA LLC is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, disability, gender, age, national origin, sexual orientation, gender identity, marital status, pregnancy, veteran status, or any other classification protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, reassignment, layoff, discharge, education, training, and all other working conditions.

Qualifications

Education/Experience/Knowledge

• Bachelor’s degree in technical field or comparable education and/or experience.
• Strong proven experience of leadership skills with local and remote team members.
• Mandatory understanding in operation processes, system flows, peripherals, hardware, network, and RF devices.
• Ability to work with limited supervision showing creativity, innovation, self-motivation initiative, and professionalism.
• Excellent verbal and written communication skills with the ability to communicate complex concepts and technical materials to nontechnical users.
  
  

Intellectual

• Articulate
• Decisive
• Problem Solver
• Organized
  
  

Interpersonal

• Collaborative
• Adaptable
• Personable
• Independent
  
  

Motivation

• Customer-oriented
• Committed
• Hard-working