Supervisor, IT Support, SpaceX, TX, US

SUPERVISOR, IT SUPPORT

This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. They should be a self-starter and have excellent motivation, leadership, and ingenuity to excel in this position. This is a "hands-on" technical management position; the ideal candidate will be able to coach, motivate, and lead the team, while being capable of contributing technically and challenging decisions. 

RESPONSIBILITIES: 

• Recruit, train, and evaluate IT services technicians. 
• Delegate tasks and develop work schedules. 
• Closely monitor ticket queue to provide quality assurance of tickets in progress. 
• Resolve difficult issues; identify/fix root causes for problems; and find better ways to do things. 
• Work with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians. 
• Provide reports on IT technician activities, performance, and operational issues. 
• Resolve, route, or escalate service requests to functional teams as necessary. 
• Work with team and peers to identify processes that require improvement. 
• Participate in the IT services supply chain, purchasing and distribution process. 
• Work with IT logistics to manage the inventory of products stored within the IT Services warehouses. 
• Collaborate closely with 3rd party vendors to build strong and long-lasting relationships. 

BASIC QUALIFICATIONS: 

• 3+ years of experience in a corporate IT helpdesk and/or desktop support environment. 

PREFERRED SKILLS AND EXPERIENCE: 

• Thorough understanding of the Windows and Mac operating system and applications. 
• Strong hardware and software troubleshooting. 
• Excellent customer service skills to work effectively with clients. 
• Possess excellent organizational skills. 
• Experience with standard client applications (ex: Microsoft Office, browsers, etc). 
• Understands and communicates difficult concepts and provides instructions clearly and straightforwardly. 
• Professional, self-motivated, resourceful, and work with minimal supervision. 
• Able to set priorities and be flexible in a fast-paced environment. 
• Ability to follow through and document issues and resolutions. 
• Able to follow procedures and protocols. 
• Possesses a hands-on approach and management style. 

ADDITOINAL REQUIREMENTS: 

• Must be willing to travel. 
• Willing to work extended hours or weekends as needed. 
• Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.