Information Technology Supervisor

JOB DESCRIPTION

Job Title: Information Technology Supervisor

Department: Information Systems

Location: Oscoda, Michigan (On-Site)

Reports To: Information Technology Service Delivery Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Oversees day-to-day performance of Information Technology staff members.

Work support tickets, trouble calls as well as oversee daily operations to include but not limited to:

• Act as a single point of contact for all Information Technology related projects/issues.
• Manage staffing workflows and workloads.
• Create and manage staffing schedules including but not limited to the coordination of project related work, helpdesk ticket assignment and daily workload of Information Technology personnel (Personnel management duties and responsibilities will be maintained by their related manager), as well as requests for time off for vacation, sick etc.
• Attend meetings for projects for fact gathering to identify Information Technology personnel needs and/or dependencies.
• Help to resolve Information Technology staffing issues and disputes (internal and external).
• Guide the Information Technology team in ensuring timely completion of projects and response to incident and request tickets.

• Ensure accurate and timely ticket completion and conduct spot checks of ticket resolutions to ensure documentation standards are maintained.
• Build and maintain excellent Information Technology customer service standards.
• Ensure all Information Technology workspaces appearance and cleanliness are maintained.
• Assist with technical training and user education as needed.
• Assist with Information Technology special project work as needed.
• Provide mentoring, coaching and guidance to staff members.
• Must be able to lead by example. Continue to foster a culture of pride and motivation in team members through servant leadership.
• May require late night and weekend coverage.
• Be accessible via company phone and email 24/7 for emergency on-call escalation.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Ability to interact with a wide variety of individual personalities in a constructive and professional manner.
• Two to four years of experience in Microsoft Windows OS support and the ability to fix hardware items such as printers, desktops, and laptops.
• Must have experience supporting Microsoft Office Software Suite (O365 preferred).
• Must have experience and/or training in LAN, WAN, and wireless network support.
• Demonstrated troubleshooting capabilities.
• Excellent problem-solving skills.
• Strong communication and interpersonal skills while interacting with users on a layman level.

• Demonstrate honesty, integrity, and respect for others, while being flexible and open to change.
• Experience in the Airline industry a plus.

EDUCATION and/or EXPERIENCE:

High school graduate; some college and/or technical school desirable.

Leadership training.

LANGUAGE SKILLS

Ability to read, write and understand spoken and written English. Ability to write business reports and correspondence. Ability to clearly give verbal and written direction to assigned Information Technology staff.

PHYSICAL DEMANDS

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

• While performing the duties of this job, the employee is frequently required to reach with hands and arms, stand; walk; talk or hear; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move more than 50 pounds.

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 made to enable individuals with disabilities to perform the essential functions.

• Work performed is primarily in an aircraft maintenance facility setting. The noise level in the work environment can be loud.
• Protective shoes may be required in certain areas.