What you'll do
- Oversee activities and performance of IT Support/Helpdesk personnel
- Ensure exemplary customer service to all internal customers
- Drive compliance to IT support processes and procedures
- Coordinate with product development, R&D, and other departments to resolve issues
- Develop solutions to minimize problem resolution cycle time
- Make improvements for future releases
- Develop and manage effective working relationships with other departments
- Provide direction, supervision, and leadership to IT Support Team
- Assign and prioritize work, set expectations, and promote goals
- Conduct periodic performance reviews of IT Support Specialists
- Oversee desktop support operations to ensure excellent customer service
- Provide expert technical support, training, and assistance to desktop support personnel
- Analyze desktop related issues and implement solutions or forward to appropriate IT personnel
- Assist other teams to improve services, processes, rollout new applications, and promote security
- Ensure service level agreements are communicated and understood by the desktop support team
Key requirements
- 7+ years' experience
- IT support experience and supervisory experience in IT support
- Knowledge of IT systems installation, configuration, maintenance, and repair
- Active Directory management and basic network troubleshooting
- Technical writing and documentation skills
- Time management and project management skills
- Oral and written communication skills, fluency in English
- Adaptability to changing work schedules
- Problem determination, problem-solving, decision-making, and analytical skills
- Customer orientation and organizational skills
- Electrical and Computer Engineering / Computer Engineering / Computer Sciencepreferred
About the job
So what does an IT Supervisor do? Think of yourself as someone who will oversee the
activities and performance of IT Support/Helpdesk personnel and ensure exemplary
customer service to all internal customers. You will drive for compliance to all processes
and procedures regarding the resolution and rectification of I.T. systems problems /
issues (i.e. case submission, resolution methodology).
As you tackle your new tasks for the day, you know that it will lead to one thing: that you will
coordinate with product development, R&D, and other internal departments to resolve
issues, develop solutions to minimize cycle time for problem resolution, and make
improvements for future releases.
As an IT Supervisor, you will:
- You will develop and manage effective working relationships with other departments,
groups and personnel. You will provide direction, supervision, and leadership to members
of the Desktop Support/IT Support Team.
- You will be responsible for assigning and prioritizing work, setting expectations, promoting
goals and priorities, and performance management.
- You will conduct periodic performance reviews of IT Support Specialists.
- You will oversee desktop support operations and ensure excellent customer service to all
internal or external customers.
- You will provide expert technical support, training, and assistance to desktop support
personnel on network computer system issues and on new technology.
- You will provide analysis on desktop related issues, determines problems, implements
solutions, resolves or forwards work orders to appropriate personnel within the IT team (i.e.
Sr. Network Administrator, Sr. Systems Administrator).
- You will coordinate with product development, and other internal departments to resolve
issues, develop solutions to minimize cycle time for problem resolution, and make
improvements for future releases.
- You will provide assistance to other teams within the department (i.e. Sr. Network
Administrator, Sr. Systems Administrator,etc) to improve services, processes, roll out new
applications, increase and promote security.
- You will ensure service level agreements are communicated and understood by the desktop
support team.
Do you have what it takes to become an IT Supervisor?
Requirements:
- Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information
Technology, or any IT/Computer-related course.
- You must have minimum of 5 years IT support experience in Supervisory capacity and 7+ years of IT
Support experience
- Knowledge of I.T. systems and equipment as well as their installation, configuration,
maintenance, and repair.
- Knowledge of Active Directory management , and basic network troubleshooting.
- Knowledge of I.T. requirements / demands in call center Operations and organization,
particularly in the area of Operations support.
- Skilled technical writer able to document problems and solutions for customers and other
technical support personnel.
- Strong time and project management skills.
- Excellent oral and written communication skills. Fluency in the English language.
- Adaptive to changing work schedules and working hours.
- Excellent problem determination technique.
- Excellent customer orientation.
- Well-organized and good follow through on commitments to customers.
- Strong problem-solving, decision-making, and analytical skills.
About the company
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
About the company
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.