Supervisor, IT Technical Support

About the role

The IT Technical Support Supervisor, reporting to the Sr. Director of IT & Strategic Planning, is responsible for managing the IT Service Desk operations and personnel. The purpose and mission of the IT Service Desk function is to support Altasciences' users in their usage of the tools provided by the Altasciences IT department such as computers, telephones, software, laptops, mobile phones, etc. The IT Technical Support Supervisor will promote best practices for IT Service desk operations including, but not limited to, good customer service, established technical guidelines, and adherence to documentation practices for both regulatory and departmental standards. Additionally, the IT Technical Support Supervisor will be required to directly support our internal Altasciences customers when necessary. What You'll Do Here Manage day to day IT Service Desk operations Establish performance guidelines and provide mentorship and performance feedback to staff Promote, enforce, and provide input on Technician training guidelines Promote and enforce established Customer Service guidelines with the goal of providing a consistently positive customer experience Promote and enforce adherence to policies and processes for usage of the Altasciences ITSM/ITAM system Provide accurate and creative solutions to customer problems Act as a point of escalation and communication between Technician staff and IT Operations, Networking & Security, Validation, and Development teams Ensure availability of IT Technician resources for Laval and Montreal IT Support Incidents and Service Requests Provide guidance and management of prioritization of IT Support Incidents and Service Requests Provide input on Altasciences enterprise policies and processes for the IT Service Desk function Ensure known problems are documented in the ITSM Knowledge Base What You'll Need to Succeed College degree or relevant experience. CompTIA A+, Network+, and/or Security+ certifications desired. Excellent diagnostic and problem-solving skills Advanced knowledge in PC hardware including desktops, laptops, and tablets Advanced knowledge in the installation, configuration, and troubleshooting of Windows 7, Windows 10 desktop operating systems Advanced knowledge in the installation, configuration, and troubleshooting of client Cisco VoIP related hardware (desk phones) and software (Jabber) Advanced knowledge of Microsoft Office products Advanced knowledge in the management and support of printers, TCP/IP protocols, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, Windows Deployment Services WDS, and Antivirus/Antimalware software Advanced knowledge in mobile phone technology support including iPhone, Android, and Blackberry Intermediate to Advanced knowledge in VPN technology deployment and support Intermediate to Advanced knowledge of Microsoft Windows Server management