IT Support Supervisor

POSITION SUMMARY -

The primary function of all Motion IT roles is to provide the field with what they need to move units while safeguarding the security and integrity of Motion’s IT environment.

Reporting directly to the Sr. IT Support Manager, the IT Support Supervisor oversees daily workflow for, and the functional management of a diverse team of 20+ onsite and remote IT professionals charged with supporting 10k+ users and 40k+ endpoints across North America.

Key responsibilities include:

• Working and managing priority and escalated IT incidents to resolution

• Managing workflow and staffing levels across multiple shifts to ensure adequate coverage and promote optimal response time to reported IT issues and requests

• Data Analytics: Build, monitor, report and leverage metrics to gauge individual and team performance, identify opportunities for improvement and, ultimately, the distance between Motion IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel, PowerBi, Power Platform, Dynamics365, Confluence, ADO and ServiceNow

• Manage the onboarding, training and continuing education of IT Support staff for the purpose of building depth at critical positions and enhancing overall team capability

• Take ownership of, provide direction for and leverage deep technical and proprietary, institutional knowledge to prioritize efforts and key performance indicator results of the IT Support team

• Strong Technical Ability: Collaborate with IT infrastructure and escalation teams, branch and distribution center staff, business and corporate leadership, vendors, and contractors to troubleshoot and resolve complex, multi-layer IT issues involving proprietary software, cloud and on-premises infrastructure, networking, security, and automation

• Build, monitor, report and leverage metrics to gauge individual and team performance, identify opportunities for improvement and, ultimately, the distance between IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel, PowerBi, Confluence, Power Platform and ServiceNow

The ideal candidate will demonstrate strong people management skills, a data-driven approach to decision-making, and the ability to coordinate and prioritize effort at scale in a quality sensitive, enterprise environment.

EDUCATION & EXPERIENCE

Typically requires a bachelor's degree and five+ years of relevant experience and 3+ years of management experience or an equivalent combination.
 

KNOWLEDGE, SKILLS, ABILITIES

• Proven ability to operate as primary escalation point for a wide range of IT support
  issues.

• Ability to adapt to change and new challenges, identify and evaluate potential impact,
  prioritize, and proactively marshal resources accordingly to ensure the demands of IT
  support from the field are met.

• Ability to digest, understand, apply, build documentation for, and quickly communicate
  new technical concepts in a way that minimizes impact on the field and builds depth at
  the position across all of IT support.

• Ability to recognize, analyze, and question established methods and processes in a
  productive way and a willingness to work with leadership in seeking alternatives to those
  that no longer serve.

• Experience with Cisco and Fortinet network gear and operations, NetBox, PRTG, PutTy,
  CUCX, CUCCX, RDP, VOIP, ServiceNow, Asset Management, ISE, iBoss, Active
  Directory, AnyConnect, PsExec, PowerShell, SharePoint, Printer Admin, Access, Excel,
  SCCM, AV tech, Windows OS, iOS, Android, MDM and Kronos a plus.

• Ability to delegate tasks and follow budget and timelines.

• Customer service skills.

• A wide range of technical skills and problem-solving skills.

PHYSICAL DEMANDS:
Must be able to perform on-site, physical duties as related to PC, peripheral, hardware, AV, communications and automation system deployment, troubleshooting, shipping, and receiving and repair, including crawling under desks, lifting, packing, sorting, stacking, and moving.
LICENSES & CERTIFICATIONS: CompTIA+, CCNA and other, relevant certifications
preferred.
SUPERVISORY RESPONSIBILITY: 5-10 Direct Reports
BUDGET RESPONSIBILITY: NONE
COMPANY INFORMATION:
Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

DISCLAIMER: This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.