IT Support Services Supervisor

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Salary Range:

Opening Date:

Closing Date:

Please Note: All job announcements close at 11:59 p.m. of the day before the posted closing date.

GENERAL RESPONSIBILITIES

Supervises the day-to-day activities of the Specialists assigned to DCA, IAD, and Call Center (TechWORKS) engaged in logging, solving, and coordinating for the resolution of issues, incidents, problems, and new service requests from MWAA IT system users.

Provides day-to-day guidance to support specialists (staff) by managing escalations, complex issue resolutions, coordination with senior leadership and program managers, communication, prioritization, and planning activities.

Ensures customers are informed about the status and expected timeframe for resolution of escalated issues.

Oversees proper documentation of all customer interactions, including calls, emails, and queries, in Service Management Tools.

Ensures timely resolution or escalation of issues to the appropriate IT service team members based on established knowledge base.

May personally handle complex problems or direct team activities to resolve customer requests.

Manages support resources for optimal performance. Monitors the IT Services ticketing system and queues. Identifies complex issues that might impact operations and their service delivery. Takes appropriate action to get attention from right support team, for example, Tier-II Application, Security, Server, Desktop Engineering, and Network teams.

Ensures the support services adhere to established service level agreements (SLAs), International Organization for Standardization (ISO), and/or Information Technology Infrastructure Library (ITIL) IT Service Management processes and procedures. Participates in the development of SLAs and ongoing management of service level compliance.

Develops and maintains quality standards for IT support services, including periodic quality assurance audits and measurements.

Utilizes the ticketing system to track and report weekly and monthly performance metrics.

Reviews and analyzes data to ensure compliance with established quality standards for all tickets. Responsibilities include verifying the accuracy of ticket information, timely updates, proper classification of priority, issue escalation, and effective communication throughout the resolution process.

Assists in developing user manuals, knowledge bases, FAQs, etc. Participates in the development and maintenance of the Service Desk Specialist training development program and ensures support staff leverage knowledge articles and tools to serve the customers best.

Conducts trend analysis of staff's performance, including percentage of processes followed, utilization of knowledge articles, and best use of existing tools and communication channels, ticket quality, etc. Develops specialist training/development programs to increase staff's technical knowledge and proficiencies for improved customer service.

Manages inventory of assets (HW, SW, Service) and their life cycle within the scope of the work functions, resulting in a timely forecast for stocking and fulfillment. Assists in developing standard processes and tools for efficient and effective management of assets.

Conducts and assists new employees, Airlines, new Applications and Tools, and Equipment onboarding to ATSS by configuring appropriate support tools, knowledge base, processes, and training for efficient support functions. Collaborates and supports the Release Management Process as well as routine Maintenance like Disaster Recovery testing, Fail-over testing, Security testing, etc.

Monitors Service quality by reviewing the customer survey data, analyzes for the root cause of poor customer satisfaction scores, and develops a corrective action plan. This includes contacting dissatisfied customers and taking corrective actions as appropriate.

Assists in developing/maintaining a high level of employee morale within the team.

Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills, and additional work-related certifications.

Performs other duties as assigned.

QUALIFICATIONS

Five (5) years of experience in delivering IT Support in various capacities, like call-center, desktop support, inventory management, and hardware/software fulfillment. and a bachelor's degree in information technology ora Related engineering field. An equivalent combination of education and experience may be considered.

Ability to interpret and manage IT support datasets (inventory, asset, incidents, customer, issue, SLA, etc.) and achieve expected results by harnessing the power of data.

Strong interpersonal skills to handle complex customer service escalation and resolution.

Ability to manage teams of entry-level employees and train them for customer customer-obsessed support team.

Experience and knowledge of IT Support Service delivery and issue resolution standard processes and measurements.

Hands-on experience with Service Now IT Service Delivery tools.

PREFERRED QUALIFICATIONS

Experience as a Supervisor in Desk-side operations, which included break/fix and asset refresh activities.

Help Desk International (HDI) Support Center Certification.

CompTIA A+ Certification.

Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) Certification.

ITIL v3 Foundations Certification.

Project Management Professional Certification.

CERTIFICATIONS

CompTIA A+ Certification or the ability to attain CompTIA A+ Certification within 180 days of days from the date of hire, promotion, or placement on the job.

Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) Certification or ability to attain Microsoft Office Specialist Certification within 180 days of days from the date of hire, promotion, or placement on the job.

ITIL V3 or V4 Foundations Certification or ability to attain ITIL V3 or V4 Foundations Certification within 180 days of days from the date of hire, promotion, or placement on the job.

NECESSARY OTHER FACTORS

As the support organization works around the clock, the IT Support Services Supervisor could work one of the three 8-hour shifts in a day and on weekends. Occasionally, it is expected to be on-call during off-duty hours for emergency issue resolution or escalation management.

Work is typically reviewed in progress and upon completion for quality, quantity, timeliness, teamwork, customer service, and other factors.

Must be able to work a varied schedule of days and outside normal business hours, including nights and weekends. Must work standard on-call rotation.

Subject to hold-over and recall for IT emergencies.

A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.