Overview
the supervisor, end user services provides day-to-day leadership and operational oversight for the it end user services analysts. This role ensures consistent and high-quality desk-side support across assigned locations, aligning with vertivs global infrastructure standards. The supervisor acts as a bridge between tactical execution and strategic direction, supporting the manager in driving process improvements, managing escalations, and mentoring team members.
key responsibilities
* supervise and coordinate the daily activities of end user services analysts, ensuring timely resolution of service desk tickets and hardware/software issues.
* monitor and report on team performance metrics, identifying trends and implementing corrective actions as needed.
* support implementation of standard operating procedures (sops) for onboarding/offboarding, pc deployment/reclamation, and other end-user support processes.
* serve as the first point of escalation for complex technical issues and ensure appropriate resolution paths.
* assist in managing vendor relationships related to end-user equipment and services.
* participate in it project rollouts, providing hands-on support and coordinating analyst involvement.
* conduct regular team check-ins, performance reviews, and development planning.
* promote vertiv operating system (vos) principles to drive continuous improvement and operational excellence.
* ensure compliance with corporate policies, including data confidentiality and security standards.
* collaborate with the manager to align team objectives with broader it and business goals.
* excellent collaboration and communication (verbal and written) skills.
qualifications
* associate’s or bachelor9s degree in information technology or related field, or equivalent experience.
* 3–5 years of experience in it support, with at least 1 year in a supervisory or team lead role.
* strong technical knowledge of pcs, printers, operating systems, applications, and network fundamentals.
* experience with itsm tools (e.g., servicenow), software distribution, and patch management.
* excellent communication and interpersonal skills, with the ability to build rapport across teams and levels.
* demonstrated ability to lead and develop high-performing teams.
* proficiency in microsoft excel and powerpoint.
* proficiency bilingual (spanish/english) language competency required.
* strong sense of ethics and capacity to interact with stakeholders.
physical & environmental demands
* ability to lift/move objects up to 30–45 lbs.
* frequent standing, kneeling, crawling, and climbing stairs/ladders.
* may be scheduled to work on weekends and/or holidays.
* must have visual, hearing, and learning capabilities sufficient to perform the essential functions defined above.
travel requirements
up to 20% travel may be required.
core competencies
* own it
* act with urgency
* foster a customer-first mindset
* think big and execute
* lead by example
* drive continuous improvement
* learn and seek out development
* promote transparency and open communication
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