Information Technology Operations Supervisor

IT Operations Supervisor - Jerry's Home Improvement

Full-Time in Eugene, OR

Target Salary: $80-85K (Full range is $60-95K)

Top 3 skills:

1. "Street Smarts" and attention-to-detail
2. Project Management
3. IT knowledge or helpdesk experience

The IT Operations Supervisor has a central role in achieving our Value Mission. The IT Operations Supervisor is responsible for enabling our value mission by supporting internal

customers, managing IT projects, and providing supervision for IT department Team Members.

As an IT Operations Supervisor you will achieve that goal by:

• Managing IT Projects
• Providing Day-to-Day supervision and oversight for Jerry's Help Desk function
• Supervising and Supporting IT Team Members

Reporting Structure:

• The IT Operations Supervisor will report to the Chief Information Officer. They will supervise the work and development of the IT Helpdesk Coordinator and IT Technicians.

Duties and Responsibilities:

Project Management:

• Independently oversee a variety of IT projects in partnership with the CIO, including developing and utilizing project plans, writing cogent statements of work (SOWs) and problem statements.
• Coordinate internal and external project resources, and maintain visibility of project status and budget status, exceptions, scope-creep, etc. with team, CIO, and internal customers.
• Coordinate the maintenance and repair schedule for IT infrastructure with the IT Helpdesk Coordinator.

Supervise the Help Desk:

• Provide day-to-day supervision and oversight of the Help Desk function, including personally completing a percentage of Help Desk tickets (Player/Coach).

Team:

• Act as a knowledgeable resource for IT Team Members toward optimal service delivery and customer satisfaction, including managing the IT coverage plan for extended hours, holidays, and weekends.

Tickets

• Prioritize and allocate Help Desk tickets, monitor ticket statuses to closure, mitigate and escalate unexpected outcomes as needed while maintaining awareness of ticket statuses for customers, CIO and Team.
• Monitor service levels and adjust resources as necessary to ensure optimal customer service experiences.

Manage IT resources:

• Maintain the IT Department's Standard Operating Procedures (SOPs) including the accuracy, relevance, brevity and aging of all SOPs.
• Coordinate equipment and materials acquisition with CIO and Help Desk Coordinator.
• Other duties as assigned by the CIO.

Required Knowledge/Skills/Abilities:

Project Management:

• 3 years of experience bringing IT projects to completion including creating and utilizing project plans, writing cogent problem statements and SOWs, and coordinating project resources.
• Able to manage, prioritize and multi-task across open projects concurrently while remaining consistent in delivering other duties.
• Demonstrable experience directing and coordinating external vendors and service providers on projects.

Manage Help Desk:

• Minimum 4 years of experience on IT teams focused on managing and processing Help Desk tickets in a high-volume environment, ideally in environments with >400 end users in multiple locations. Prior Help Desk supervision a plus.
• Ability to serve in, and fluidly move across multiple roles including Supervisor, Project Manager and individual Technician.

Technical exp.:

• Knowledge of Microsoft Office, Desktop OS, and Active Directory sufficient to address common issues.
• Demonstrable experience analyzing and researching customer and infrastructure issues, writing cogent problem statements, pursuing solutions to issue resolution, and subsequently writing SOPs detailing issue and resolution as appropriate.

Customer orientation:

• Excellent customer service orientation with a demonstrable commitment to providing a courteous, tactful, diplomatic, outgoing and friendly demeanor to customers, vendors and Team Members.

Behavioral Skills:

• Ability to communicate complex and sometimes urgent issues in clear, concise, audience-appropriate language in writing and verbally.
• Ability to identify and convey the appropriate level of urgency to escalate issues with vendors and other at appropriate levels to meet defined objectives.
• Excellent analytical, critical thinking and problem-solving skills.
• Self-Motivated and able to thrive in a high-volume, team- based, collaborative and participative work environment.

Education:

• High School. Additional post-High School formal education and/or professional certifications or training directly related to the duties and responsibilities described above a plus.

Physical and Work Requirements:

• Work is typically performed in an indoor retail or office environment.
• The IT Operations Supervisor is a salaried, exempt position. Typical work hours are 8:00AM to 5:00PM weekdays with on-call hours, and on-demand availability for emergencies, projects or other work as required.
• May require working at heights, occasionally outdoors, or in confined areas like a server room, under desks, etc.
• Lifting requirements: 50 lbs. occasionally.