DEPARTMENT:  Territorial Information Technology

TITLE:  Support Supervisor Crestmont Campus

STATUS:  Exempt - Full Time

PAY RANGE:  $75,000 - $85,000 Annual

THE SALVATION ARMY MISSION:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

MAJOR FUNCTION:

This position is located at THQ on Crestmont Campus and requires a comprehensive understanding of the technology housed at THQ to provide support and ensure the maintenance of these technologies. Supervises a team of Support Specialists. Mentors subordinate staff in job and skills development. Solves difficult support requests brought by subordinate staff and provides training. Provides feedback to management on the trends and needs in the field and with Support Team staff. Assists the Director of IT Support with the administration of the Support Team with specific responsibilities to manage personnel time and resources.

ESSENTIAL FUNCTIONS:

Manages a Winning Team (40%)

• Responsible for the overall effective management of assigned staff members. Emphasizes teamwork and communication in the pursuit of team and department objectives.
• Conduct annual performance evaluations for direct reports and processes all required documentation in a timely fashion.
• Manage time and attendance reporting, paid time off, and recruitment in the HRIS application for direct reports in a timely manner.
• Address individual performance issues in accordance with Salvation Army policies and procedures in a timely manner to motivate and foster teamwork.
• Ensure all direct reports are equipped, empowered, and expected to excel in fulfilling their responsibilities.
• Ensure high standards of performance and specific expectations are properly developed and consistently communicated, reinforced, and monitored for each direct report’s position.
• Ensure beneficial and current training plans are maintained and pursued by all direct reports within policy and budget provision.
• Identify opportunities for new and challenging work assignments that advance the skills and capabilities of individual team members.
• Review monthly Help Center reports to gather feedback to share with subordinates.
• Meet one-on-one with each subordinate at least monthly to verbally review ticket queue status, performance, trends, issues, etc.

Support Team Leadership (30%)

• Monitor the Help Center queue and take or assign tickets when and as directed.
• Act as an escalation point for any Support Specialists that need support.
• Cover for other Support Supervisors and IT Support Director.
• Interface with other teams to coordinate interdepartmental assistance to and from Support Team.
• Support tier 1, 2, & 3 Support Specialists, including giving direction or working on difficult or high-profile tickets as appropriate.
• Handle tasks for applications with complex or sensitive user security configurations (e.g., Finance Dept. applications) requiring a high degree of accountability and accuracy.
• Be on-call for after-hours escalation on rotation as directed.

Direct Support (25%)

• Diagnose system issues with hardware, software, and operator education.
• Recommend or perform remedial actions to correct problems.
• Solve computer problems and prepare computer equipment for installation in Salvation Army locations.
• Diagnose and resolve problems brought by users.
• Install, modify, and make repairs to hardware, software, and peripheral components.
• Make on-site visits for repair and installations.

Assist Director of Support (5%)

• Ensure the Help Center is properly covered during operating hours, paying close attention to Holidays.
• Develop specialists within the support team to cover all areas of support required.
• Maintain morale amongst staff.
• Monitor individual and team performance holding staff accountable for high levels of service.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be able to read, write, speak, and understand English fluently, including procedural and technical terms.
• Able to communicate clearly by phone and chat.
• Must possess tact in dealing with difficult or inexperienced users.
• Ability to understand and learn new technologies, with specific expertise in MS Windows, MS Office, and communication technologies.
• Advanced knowledge of desktop hardware and software.
• Must be a licensed driver with an acceptable driving record.
• Proven leadership and management skills.
• Great customer service skills.

EXPERIENCE & EDUCATION:

• AA degree in Business, Information Technology, or Computer Science, or some combination of at least three trade certifications (CompTIA A+, CompTIA Net+, CCNA, MCP, etc.).
• Five years of experience in Information Technology Help Desk supporting users.
• Two years of experience in supervision, mentoring, and/or leadership.

PHYSICAL REQUIREMENTS:

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.
• Ability to grasp, push, pull objects such as files and file cabinet drawers, and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop or laptop computer.
• Ability to lift up to 25 lbs.
• Ability to access and produce information from a computer.
• Ability to understand written information.
• Ability to travel via air and automobile within the Territory.

REPORTS TO: DIRECTOR OF IT SUPPORT