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Lalande-de-Pomerol

    Tech Support Supervisor - Miami, United States - Tripoint Search

    Tripoint Search
    Tripoint Search Miami, United States

    2 weeks ago

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    Description
    • Location: Miami, Florida
    • Type: Direct Hire
    • Job #673
    • Salary: $105,000
    Tech Support Supervisor

    ORGANIZATION: International Law Firm

    LOCATION: Miami, FL

    COMPENSATION & BENEFITS: Base salary up to $130K, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more

    KEY RESPONSIBILITIES:
    • Provide a high level of customer service
    • Responsible for all the hardware technology in the office
    • Create and deliver performance reviews, improvement plans and careers plans
    • Bring conflicts and disagreements into the open and attempt to resolve them
    • Provide input on personnel decisions
    • Manage organizational and team development
    • Provide expert level troubleshooting methodology
    • Act as senior lead on the ground for customer escalations and resolutions
    • Proficient in remote computing and Citrix experience
    • Adhere to use of call ticketing system for all incidents
    • Understand and follow ticket ownership guidelines and system usage
    • Oversee technology support procedures and staff
    • Implement and monitor call intake and referral process
    • Train analysts on procedures
    • Maintain analysts' work and on-call schedules
    • Resolve ticket management and referral issues
    • Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff
    • Handle disciplinary action
    • Provide management reports on Technology Support operations
    • Understand and assist in problem management process
    • Serve as an advocate for the local office on all IT initiatives
    • Act as an IT advocate for vendors and contractors
    • Handle the day-to-day operations of the office
    REQUIREMENTS:
    • High School Diploma or equivalent
    • 5+ years experience in a professional services or law firm environment
    • 2+ years supervisory experience
    • A+ and/or Microsoft certification is a plus
    • Audio Visual experience desirable
    • Excellent ability to follow procedures and processes to ensure we remain IT Compliant
    • Comfortable working with computer, printer and scanner equipment


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