Service Desk Supervisor

Description

Position at Seaboard Marine

Long-term employment with opportunities for growth.

We offer excellent benefits including:

• 401(K) Retirement Saving Plan w/ Employer Match
• Low-Cost Health, Dental & Vision insurance (Starting DAY ONE)
• Tuition & Certification Reimbursement
• Paid Time Off - (15 Days; prorated before 1st year)
• Parental Leave
• Paid holidays

POSITION SUMMARY:

This position is responsible for ensuring an outstanding level of customer services by providing direct IT support and by supervising the technical support staff. Responsible for leading the Service Desk in engaging in more proactive planning and support and organizing the Service Desk to be flexible and adaptable in meeting the changing needs of the business. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative, but not necessarily a complete list, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GEOGRAPHIC REGION:

Applications out of the geographic region for this position will not be considered.

QUALIFICATIONS:

Required

• Seven (7) years of relative Information Technology work experience.
• Microsoft Certification or seven (7) years of experience in advanced Microsoft Windows 10 and 11.
• Experience supervising technical staff.
• Experience with utilizing orchestration engines to automate large scale configuration changes.
• Advanced experience with enterprise end-user devices and infrastructure.
• Advanced PC troubleshooting Knowledge.
• Proficient with computer software and hardware installation, upgrades and repairs
• Advanced level proficiency with Microsoft applications
• Ability to read, write, and speak English at an advanced level
• Ability to read, write, and speak Spanish at an intermediate level
• Ability to communicate (read and write) effectively in English within a business environment
• Ability to think logically and follow procedures and instructions
• Self-starter with ability to perform under pressure
• Excellent analytical, problem solving, and time management skills in a constantly changing environment
• Ability to establish and maintain effective working relationships.
• Ability to move across the different locations within the Terminal facilities in all weather conditions, including driving golf carts
• Ability to respond to emergency calls 24 x 7
• Ability to work (flexible hours) extended hours, including nights, overtime, weekends and holidays to complete task or projects as needed.

Preferred

• Bachelor's degree in IT or related field.
• Knowledge of rugged mobile handheld computers for commercial and industrial applications.

DUTIES AND RESPONSIBILITIES:

Primary

• Supervise the Service Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Establish and enforce service levels to meet company expectations; measuring and improving performance and operations.
• Verifies that staff are properly trained and have the appropriate tool set to provide the required level of support.
• Responsible for providing desktop support to employees by identifying, troubleshooting and resolving complex technical problems
• Responsible for ensuring workstations are patched and security vulnerabilities remediated
• Responsible for ensuring accurate inventory and proper disposal of equipment that has reached the end of the asset management lifecycle.
• Responsible for maintaining and patching the remote support and privileged access management solutions.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Responsible for managing and maintaining the enterprise printing environment.
• Documents and tracks each issue in incident/problem management system, specifically escalated issues that require more advanced research and troubleshooting.
• Collaborate with all vendors to implement new solutions and troubleshoot existing systems
• Prepare and maintain user, operational and technical documentation.
• Mentors, trains, develops and provides support to less experienced co-workers.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.

Secondary

• Develops scheduled project deliverables, milestones and required tasks
• Trains employees on use of new hardware and software products
• Develop and maintain tips, frequently asked questions (FAQs), and reference guides for the company's intranet.
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Assists with Servers and LAN Operations
• Installs new equipment and software and removes old equipment. This may include lifting heavy equipment (PCs, printers, etc.) as well as boxing the equipment and transferring to warehouse for storage
• Responds to telephone calls, e-mails and personnel requests for technical support.
• Additional duties as assigned.

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the employee is continuously required to use hands and fingers
• The employee alternately and frequently is required to talk and/or hear, sit, stand and walk
• Climb and work in high places such as heavy equipment, rooftops and poles, in order to access computer devices, wireless equipment video cameras
• The employee must occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

SAFETY REQUIREMENTS:

• Report safety hazards.
• Immediately report incidents involving injury, illness, or property damage.
• Wear protective PPE (Personal Protective Equipment) as instructed or necessary.
• Comply with all company safety policies, procedures, and rules.
• Refuse any unsafe task or operation.
• Participate in safety meetings and training.
• Be constantly aware of their personal safety and that of their coworkers.

SUPERVISION RECEIVED AND EXERCISED:

Reports to Director of Information Systems. Exercises supervision over technical staff.

CONDITIONS:

• Work is performed primarily in office
• Work is frequently performed in outdoor environments, during day and night shifts exposed to changing weather (temperature & humidity)
• The employee occasionally works near moving vehicles/trucks/equipment and/or mechanical parts
• The employee is occasionally exposed to dust, fumes, and airborne particles, toxic or caustic chemicals
• May be required to work on holidays and weekends as necessary
• The noise level in the work environment is usually quiet to moderate when work is performed in the office environment. The outdoor environment may be moderate to loud depending on the area.

DISCLAIMER:

• We are an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws. If an applicant with a disability is unable or limited in their ability to use or access our online application center as a result of their disability, they can request reasonable accommodations by sending an email to email protected .
• The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
• The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.