IT Supervisor- Tier 4

#1 Cochran is seeking a capable IT professional to take a leadership role with our support team, who enjoys overcoming challenges and possesses both deep and wide expertise in the space. This is a leadership position and the individual in this role will assist senior IT Management in providing a responsive, best-in-class, and secure IT support experience for #1 Cochran team members and customers aligning with the company's overall information technology and cybersecurity policies, procedures, and strategy. The IT Support Supervisor will help to establish and maintain IT Service Management governance, manage the internal IT Support team and evaluate skills and performances, ensure service is timely and accurate on a daily basis, set service standards, establish sound and secure "best practice" processes and procedures through the entire technical support process, identify areas of improvement, advise management on recommended investments, evaluate daily, weekly and monthly team's productivity, and lead the IT team's response to coordinate response to and communicate major outages. This individual will lead in managing overall support activities to ensure they are completed safely and timely, balancing cost and quality factors. This individual will also mentor and guide junior support team leads and staff. The successful candidate will possess proven leadership skills, team-oriented communication, analytical, and problem-solving expertise, and have a mix of technical, customer service, and collaboration skills. They are driven by a passion for technology, helping people succeed, continuous self-improvement, and a positive, can-do attitude.

Job Responsibilities:

The individual in this role will:

• Supervise a team of 8-10 IT analysts in our day-to-day helpdesk and field service IT operations, equipment provisioning, user access management, endpoint maintenance, and contributing to the overall improvement of our IT service offering.
• Develop internal and external KPI production and service quality metrics and published service level objectives, define and execute methods to meet them.
• Oversee the management and configuration of all components of the company's IT support ticketing system using the ITIL framework for guidance.
• Oversee and support onboarding / off-boarding employees on corporate and partner-hosted systems.
• Manage support and training documentation within a Knowledge base for use by IT support staff and general team members.
• Support the procurement, inventory management, and lifecycle management of hardware, software, and license assets for the IT group.
• Prepare and document support policies, standards, operating procedures, and protocols for the organization.
• Oversee integration of technical solutions and tools to help mitigate IT security and failure risk and automate repeatable support tasks
• Coordinate timely response and manage communications for major cybersecurity and infrastructure-related incidents.
• Prepare comprehensive reports and presentations including assessment-based findings, outcomes and proposals for further system or process enhancement
• Guide career development training plans of support team leads and staff

Requirements:

The ideal candidate shall have: 5+ years of work experience supporting information technology with at least 2-3 years of proven work experience in a supervisory service support role.

• Strong customer service orientation and a problem-solving attitude, with the ability to manage pressure situations.
• Solid technical background with an ability to give instructions to a non-technical audience Familiarity with managing support operations and staff using a ticketing system, including establishing feedback mechanisms in order to set and meet data-oriented KPI and service level objectives.

Familiarity with a wide variety of systems and tools, which may include but not necessarily limited to, Microsoft Windows desktop, Office 365, including SharePoint and Exchange Online, Active Directory tools, authentication systems, mobile device management, imaging and patching tools. Hands-on experience in one or more of these is considered a plus. Experience using IT infrastructure operations frameworks such as ITIL or COBIT. Familiarity with one or more common cybersecurity frameworks such as NIST, ISO2700x, SOC2, PCI, etc.

• Proven experience with systems planning, security principles, and general IT management best practices. Experience developing and updating internal processes and procedures and maintaining a knowledge base document library.
• Exceptional organization, prioritization, and time-management skills, with keen attention to detail.
• Ability to work well in a team-oriented, collaborative environment.
• Excellent written and verbal communications skills.
• Periodic travel to company locations within the greater Pittsburgh area and eastern Ohio via personal vehicle.

A valid Pennsylvania driver's license is required, along with a vehicle in good condition. Certification /

Formal Education:

A bachelor's degree in information science, computer science, engineering, or a similar field is preferred, though additional experience may be substituted in place of formal education. IT Operations Certification(s) preferred but not required:

Example:

ITIL or COBIT Job Types:

Full-time, Permanent Pay:

$85,000.00 - $105,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Health insurance Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance

Work Location:

In person