Regional IT Supervisor

Job Purpose:

The IT Field Service Engineering Supervisor is responsible for creating and executing the vision for exceptiopnal front-line IT service delivery to all internal clients of IT, within a defined geography, to support maximum revenue generation enabled by continuously available commercial applications, and low cost TD SYNNEX operations enabled by high worker productivity. The FSE supervisor will support and lead the roles of globally optimizing processes, staffing, technology and communications to ensure:

• Equipment needs are understood and met on a timely basis - equipment is provided with appropriate global SLAs independt of where the colleague works or lives.
• Hardware and software needs are understood, orders processed, and error-free installations performed timely
• Appropriate inventory is maintained to meet normal client demand
• Incidents and other requests are resolved and fulfilled to a very high level of quality and customer satisfaction
• Working with the Client Management Team, upgrades to hardware, operating systems and other core software components are kept up to date
• Other office and warehouse equipment such as printers, pack stations and RDTs are similarly maintained in full working order and refreshed in the appropriate timeframes to enable all offices and warehouses to function efficiently
• Technology specific to the logistics centers is maintained effectively, and training is provided to staff as needed

The IT Field Service Engineering supervisor is one of the key management interfaces with the business in a specific region or country from a service management perspective. In this role, the incumbent will also provide regular reporting on service provision and improvement opportunities.

This manager manages a staff of up to 8 colleagues and contractors and oversees a budget spend of 500k$ depending upon the size of the region.

Responsibilities:

• Plans and supervises individual team of FSEs to ensure timely resolution of incidents and service requests, and achieve coverage for all locations. (20%)
• Provides first and second level support for incidents and service requests to business colleagues, and leads more complex problem investigation and remediation. (50%)
• Looks for and drives remediation of common problems identified. (10%)
• Grows the team. Provides or arranges training for individual FSEs. Maintains current talent assessments and global colleague development and succession plans that promote inclusion and diversity (10%)
• Plays an individual role on business projects as required. (10%)

Knowledge, Skills and Experience:

• 5 to 8 Years of relevant work experience.
• 1 to 3 Years of experience directly managing / supervising employees.
• Bachelors Degree with Information Technology field of study required.
• Other Education / Certifications: ITIL, Project Management, Organizational Change Management, Staff Development, Resolving Conflict, Six Sigma, Lean Process Design, Agile, Kanban, Emergency Operations, MCSE, SCCM, ITIL Foundation, CCENT.
• Able to execute instructions and to request clarification when needed.
• Able to perform basic mathematical calculations.
• Able to recognize and attend to important details with accuracy and efficiency.
• Able to communicate clearly and convey necessary information.
• Able to converse and write effectively in English.
• Able to create and conduct formal presentations.
• Able to interact effectively with all levels of management.
• Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
• Possesses strong multi-cultural interpersonal skills.
• Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
• Possesses strong organizational and time management skills, driving tasks to completion.
• Able to constructively work under stress and pressure when faced with high workloads and deadlines.