• Lead, coach, and mentor a team of IT Support Analysts
• Supervise the IT Support Desk team including recruiting, retaining, coaching, and developing the team to provide the highest level of customer service
• Build and maintain strong partnerships across the Reliance Family of Companies, Corporate, and within RTS
• Manage, direct and coordinate support desk activities, including first call resolution, incident management processes, and assignment of Support desk duties and tasks
• Support established policies, procedures, standards, and quality control processes to assure responsive support capabilities
• Assist with the development, implementation, and administration of IT Support staff training procedures and policies
• Comply with all internal and external policies and procedures

REQUIREMENTS:

• Bachelor’s degree in Computer Science, Business, or equivalent work experience in a related field required
• ITIL Certification preferred
• Experience with the ServiceNow incident management system preferred
• 2+ years experiencing supervising or managing a Level 1 Support Desk team required
• High-level of competence with the following technologies required:

  - Microsoft Office products

  - Warehouse automation products (wireless access points, thin clients, RF scanners, and label printers)

  - Various end user computing devices (PCs, Laptops, tablets, cell phones, and printers)

  - Basic WAN and network concepts, including the ability to troubleshoot issues to determine root cause analysis

• Experience delivering exceptional customer service, including the ability to work with people with varying technology competencies
• Experience performing IT installations, configurations, and troubleshooting computer hardware and software in accordance with IT Services standards
• Ability to reach common ground and drive personnel toward ITIL best practices in a new and growth-oriented environment
• Strong and concise verbal, written, and presentation skills
• Ability to convey complex information to a broad audience

Posted On: Monday, July 25, 2022