Technology Support Group Supervisor İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
QUALIFICATIONS AND JOB DESCRIPTION
JOB SUMMARY
The Technology Support Group (TSG) Supervisor provides cost effective technical services (e.g., pc repair, troubleshooting, hardware, software installation, etc.), project coordination, and training to internal and external UPS customers. He/She may specialize in a particular area of responsibility and coordination of internal support, external support, voice and/or data telecommunications support, or training. The TSG Supervisor supports internal technologies and integrates UPS’s internal and external customers to help streamline processes through technology. This position will supervise TSG Technicians and reports to the TSG Manager
Qualifications
· The desired TSG Supervisor will ideally possess a Bachelor’s and/or Master’s degree in Computer Science, Information Systems, Engineering, or a related field. Or, the equivalent in education and work experience,
· Fluent in English another European language is a plus,
· In Depth technical knowledge of hardware & software,
· Experience of hardware & software lifecycle process,
· Proven leadership skills,
· Team building skills, motivator,
· Strong written & oral communication skills,
· Project management and coordination skills,
· Result oriented; makes things happen; drive,
· Planning and organization skills,
· Critical thinker and detail oriented,
· Pro-Active problem solver,
· Flexibility – Candidate will be expected to work occasional late shifts on a regular basis.
Job Description
· Develops Technicians’ technical knowledge through meetings and communication to enhance their ability to support higher level technical applications,
· Assists Technicians to become more knowledgeable of proper procedures (i.e. disposal of hazardous materials from computers, new policies, etc.) to increase their ability to follow standard procedures and perform the appropriate action,
· Maintains communication with the District TSG Manager and Supervisor to offer assistance and guidance,
· Runs SMC Reports to audit and identify service issues (e.g., proper computer problems entered, misdiagnosis of product, etc.),
· Conducts follow-up with responsible groups (e.g., help desk, Technicians, etc.) to ensure that service orders are properly filled out,
· Ensures that corporate and region communications are understood by Technicians to communicate future project deployments,
· Checks SMC Tech scheduling, planning and execution (UPS’s internal project management database) to identify new projects and assign them to Technicians for implementation,
· Reviews SMC Dashboards to ensure all projects have been scheduled within a timely manner,
· Tracks projects daily, weekly, and monthly to note progress and completion,
· Conducts training on all new and existing UPS application and solution products to ensure employees have information to better service UPS customers and identify possible technological solutions.,
· Identifies employees with most help needs and develops action plans to address skills deficiencies,
· Analyzes BSC elements monthly using THOR and SMC and initiates action plans to maintain or fix issues related to the balanced scorecard,
· Participates in weekly and monthly business planning meetings at the district level to communicate goals and results of BSC elements to TSG Manager and Technicians,
· Reviews SMC/THOR daily to ensure quality dispatch of work (e.g., reviews task scheduler for unscheduled or overdue work, reviews logs scheduled for realistic timeframe, etc.),
· Reviews dashboard in SMC/THOR to ensure that BSC items (e.g., hours, etc.) are planned for next day,
· Conducts follow-up with Technicians to discuss any discrepancies in planning or scheduling,
· Provides Technician Feedback daily/weekly on BSC items to communicate performance.
· Reviews Technicians Skills Management System website monthly to ensure training (i.e., web based and computer based) is completed,
· Updates Quality Improvement Plan (QIP) results and reviews with the TSG Manager to maintain district and regional awareness of performance,
· Attends department conference calls and meetings to stay updated with current events that affect the department,
· Participates in regular conference calls to report on project schedules, unresolved issues, shared learnings, or any region level technology updates,
· Discusses upgrades with supervisors and team members to share update information with others,
· Determines employees’ training needs to produce continuous development plans,
· Provides on-going feedback and support to improve performance,
· Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement,
· Holds others accountable to established performance levels to achieve individual and group goals.,
· Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork,
· Reviews HDFS Top Caller report log audits to determine top callers into the help desk by product and service and if additional training is needed in that area.
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