About this role
Information Technology Supervisor required for one of the largest and most influential architecture, interior design, engineering, and urban planning firms in the world.
The Information Technology Supervisor will oversee the daily operational activities of the Service Desk, which includes oversight of one to two direct reports.
The Service Desk serves as the initial point of contact for troubleshooting all IT / DD related problems, requests, and general inquiries, including but not limited to;
hardware, software applications, operating systems, network connectivity, systems access, printing, and remote access.
Provide Tier 1 and 2 end user support to the local and remote offices, including some infrastructure support.
Participate in the after?hours escalation rotation in support of the follow the sun Service Desk.
Provide supervision of daily Service Desk team activities including monitoring Service Desk ticket queues and ensuring tickets are completed within Service Level Agreements, minimizing and evaluating breached and pending tickets.
Ensure prompt customer communications regarding system outages.
Prioritize and manage several open issues at one time.
Research effective and efficient ways to resolve problems; anticipate issues, following industry best practices.
Stay current with system information, changes and updates.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications;
establishing personal networks; participating in professional societies.
Assist with developing strategies for Service Desk and overall IT performance improvements.
Assist with training, coaching and mentoring Service Desk junior staff including career development.
Participate in weekly firmwide Service Desk Leadership team meetings
Defining, implementing, and supporting business processes; must regard all activities as processes that can be continuously improved.
working with cross?functional teams and remote teams
Skills and Experience
Working within an IT support organization; 3+ years supervisor level and experience in the AEC industry desired.
BS in Computer Science or equivalent.
Experience or familiarity with ServiceNow IT Service Management platform, or similar Service Desk platforms.
Experience in supporting Microsoft client / server LAN / WAN / WiFi environments. Outlook / Exchange email environments.
Avaya and Cisco UC phone environments. Collaboration tools such as Revit Server, Box.com, Google Team Drive. Video conferencing infrastructure;
room and desktop client solutions such as Polycom, Cisco, GoToMeeting, LifeSize (Cloud), WebEx, Jabber, and Google Hangouts.
Experience deploying and supporting workstations and mobile devices. Deploying and administering corporate smartphones, including managing provider relations.
Endpoint management tools such as Quest Active Roles (Active Directory Administration), and SCCM (Inventory Management, Software Deployment, Imaging).
Deploying and supporting productivity applications such as Microsoft Office, Google, G Suite, and Adobe Creative Suite, and Adobe Acrobat.
Experience deploying and supporting AEC applications such as AutoCAD, Revit, 3ds Max Design, Rhino, V?Ray, Enscape, Corona, Grasshopper, Bluebeam, and Newforma.
Strong written communication and documentation skills; ability to convey complex information to a broad audience with differing needs.