Alorica End User Support Supervisor in Utica, New York

Job Summary

Responsible for supervising IT end user technical support for all of Alorica staff, including visitors to any office. Supervise and oversee all aspects of IT End User Support (EUS) including, but not limited to, the design, configuration, installation, and maintenance of local area network hardware, software, and other computing technology at all the sites. Independently handles all other responsibilities as assigned by the End User Support management team. Scope of responsibility is Corporate-wide.

Job Responsibilities

Supervise duties up to but not limited to ticket requests, serves as client liaison and local IT subject matter expert (SME), and end user support representative for onboarding new clients, change management review calls, queue management, non-EUS logging and approvals, and EUS work flow management.

Coordinate personnel schedule to assure executive team has appropriate IT personnel resources and coverage around the clock.

Monitor onsite technology equipment performance to ensure corporate departments are receiving comprehensive and timely desktop, telecommunications, and network infrastructure support.

Oversee all hardware, software and computing technology warranty repairs.

Coordinate maintenance, repair, and parts replacement with vendor(s).

Provide IT End User support to other offices as needed or requested by the management staff of End User Support.

Ensure the quality of support and integrity to end users is maintained and improved through ongoing career development.

Provide project management to all corporate projects, including analyzing end user needs and developing and implementing the action plan.

Consult with client, operations and other IT teams involved for projects including input/evaluation/recommendations on connectivity for existing client-related projects and/or compatibility and risks, hardware & software versions/control/compatibility and recommendations.

Establish and maintain interdepartmental relationships – effectively communicates with appropriate stakeholders to ensure all aspects of the operations are successful. Participates with operations weekly site staff meetings and with all representative departments. (i.e., GM, Trainers, HR, TL’s OM’s SDM’s and with on-site client visits/tours etc.)

Consults corporate-wide with Telecom, WAN, Server and other desktop teams for project assistance, facility space planning for the site and local data center functionality; also, cabling design requirement gathering for the site. Serves as the “hands on site” support for major and minor IT systems escalations / additions / deletions resources.

SEV 1 engagement for site and to assist with other sites with same clients. Daily task enforcement - Stay abreast of all Ticket/project status’ and coordinate prioritizations aligned with internal and external goals including software updates and version changes and to ensure the call floor and all local operations departments are up-to-date and within compliance. Preventative measures maintained to monitor the availability and uptime and compliance of user stations – whether off, offline or having issues – correcting as needed

Establish, maintain, and enforce policies and procedures related to network users, user environment, directories, and security.

Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications

Design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications

Design, document, test, create or modify computer programs related to machine operating systems

Follow up in a timely manner to ensure customer satisfaction.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Job Requirements:

Bachelor’s Degree in Computer Science or related fields or equivalent in relevant work experience.

5 or more years of previous IT/related technical experience required.

Excellent computer skills including desktop computing systems hardware, software (experience preferred in Windows Operating Systems, Microsoft Office Suite, VPN, Visio, Windows NT networks using TCP/IP) and Cat5 cabling procedures and protocol preferred.

Excellent interpersonal, written, and oral communication skills.

Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications preferred.