• Technical Support Supervisor

    Job Location US-MI-Novi
    Posted Date 2 weeks ago(7/9/2018 2:54 PM)
  • Overview

    Position Summary/ Primary Purpose


    The role of the Technical Support Supervisor is to provide leadership to IT personnel working on the Service Desk and perform tasks related to managing, maintaining, supporting and upgrading the computing environment for Daifuku North America Holding Company. This includes technical support for desktop computing and monitoring operations that impact end-users. The Technical Support Supervisor reports to the Manager of Information Technology.


    • Supervise and direct the effort of the Service Desk team to insure they are responding to and resolving incidents in a courteous, timely, efficient and professional manner.
    • Act as a Tier 2 & Tier 3 resource for complex end-user support issues.
    • Respond to support calls as necessary
    • Maintains expertise in the operation and application of a wide variety of commonly used software and hardware.
    • Performs analysis of metrics related to IT and\or Service Desk operations.
    • Assist in developing configuration and performance standards for IT systems and implement and monitor controls to ensure they are maintained.
    • Recommend, plan and implement best practices for insuring the security of corporate end-user devices.
    • Evaluate, recommend and implement upgrades to the network for enhanced security, performance, manageability, cost savings, etc.
    • Assist in evaluating business needs, objectives, and goals, researching products available and designating procedures to best meet those needs.
    • Assist in coaching location staff in operational activities to ensure compliance with company goals, objectives, and budget.
    • Review on a continual basis the procedures, staffing and equipment for maximum efficiency while controlling costs.
    • Support the process to purchase and deploy new hardware, desktop software and peripherals.
    • Engage support of external service providers as needed to perform support activities in a timely, efficient and cost-effective manner.
    • Coordinate activities with DNA subsidiaries as needed to facilitate knowledge transfer and promote consistency of practices.
    • Develop documentation for Service Desk and Operations solutions, processes and procedures.
    • Performs other related duties as required to accomplish the objectives of the position.




    • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
    • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
    • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.


    Skills & Abilities



    • Time Management — Managing one's own time and the time of others.
    • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
    • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
    • Monitoring — Monitoring/Assessing performance of you, other individuals, or organizations to make improvements or take corrective action.
    • Verbal and Written Expression and Recognition — The ability to listen to, understand and communicate information and ideas presented through spoken or written words and sentences.
    • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.


    Education & Experience


    • Bachelors degree or equivalent experience
    • 5 years’ experience managing and supporting a corporate network environment
    • Setting up, configuring and managing end-user computing devices
    • Expertise with desktop environment, application administrations, basic network troubleshooting.
    • Expertise with analysis, performance metrics and collaboration with end-users and IT staff.
    • Experience working with and managing outside technical support resources
    • Ability to work under pressure while maintaining composure


    Demonstrated Physical Abilities


    Remain stationary for 50% of the time; move/traverse throughout the office to access file cabinets and office equipment; operate a computer and other productivity machinery; inspect documents; communicate with others through talking/hearing; read/identify/assess forms and correspondence.




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