Supervisor, IT Operations

We are currently seeking a Supervisor of IT Operations that will lead & mentor a team of support personnel that fosters a collaborative and results driven environment which provides IT Service Desk support to both Holyoke & Windsor Control Centers with heightened visibility to System Operations. In this role, you will proactively monitor IT infrastructure components & applications across the company. In addition, you'll have oversight to junior staff members who provide Tier I / II tech support for the organization. You will assist with the management and execution of user requests and support incidents including coordination of team resources for daily and project related tasks & deliverables. As needed, you will continue to assist with installation, diagnosis repairs/maintenance of corporate endpoint hardware, software and peripherals. In addition, you will oversee / assist with corporate migrations, deployments, and upgrade efforts, desktop application life-cycle tasks, including software deployment, software and operating system scripting / automation, including desktop compliance and audit responsibilities.

What we offer you:

• Hybrid work schedule with 2 days/week onsite
• Relocation Assistance

• Base salary plus performance bonus program, professional development and tuition reimbursement, enhanced 401k and financial planning, wellness programs with onsite gym, onsite cafe with free coffee, flexible work hours, access to business networks & more, all in a stable and supportive work environment!

How you will make an impact:

• Respond to all incidents ensuring quick escalation, resolution, ensuring end-user support is provided in a world-class manner
• Collaborate with the Supervisor of Desktop Operations and other internal groups to ensure harmony between teams
• Manage shift schedules, performance evaluations, promotions, hiring and disciplinary responsibilities
• Participate in major root cause analysis and provide feedback for future preventive measures
• Proactively monitor various components of the IT infrastructure, including server, network, application, secure workstations, storage, etc.
• Develop, implement, and continuously improve processes and standard operating procedures to streamline operations, including problem lifecycle management, incident response, monitoring, on-call, and post incident management processes
• Manages policy and procedural governance for enterprise on-call logistics with OpsGenie (adoption, best practices, etc.)
• Monitor industry trends / best practices and recommend enhancements or modifications as needed
• Ensure compliance with internal policies, industry regulations, and security protocols.
• Monitors ticket queues and isolate problem trends
• Outreach to technology users across the organization to listen to issues, concerns, customer satisfaction, project impacts, etc.
• Demonstrate management and decision-making skills while keeping IT policies, processes and procedures at the forefront.

What you need to be successful in this role:

• Bachelor's degree IT, Engineering, Computer Science, Information Systems, or other relevant area. Additional years of experience may be considered in lieu of a degree.
• 5+ years' support services experience in a Network Operations Center, IT Help Desk, or Desktop Support position, preferably in a supervisory/lead role
• Technical expertise regarding Windows and Apple-based endpoints, peripherals, and general end user computing issues
• Possesses strong verbal and written communication skills, including the ability to conduct presentations and to effectively relay information to all levels of the organization.
• Possesses strong organization and time management skills and has the ability to multi-task and prioritize workload in a high-pressure environment.
• Knowledge of Windows and Apple desktop applications across; operating systems such as Windows 10/11, MacOS, iPadOS, iOS
• Knowledge and demonstrated expertise with the management and support of Microsoft Office/Office 365, and common productivity & collaboration applications.
• Creating and maintaining user self-help documentation, technical documentation, and procedural documentation.

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Equal Opportunity: We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, citizenship, national origin, age, ancestry, marital status, disability (including learning, mental, intellectual, and physical), service in the uniformed services, genetic information, or any other status protected by applicable law.

Drug Free Environment: We maintain a drug-free workplace and perform pre-employment substance abuse testing.

• ISO New England Inc., One Sullivan Road, Holyoke, Massachusetts, United States of America