The Manager, IT Support manages a help desk team to support and resolve end-user issues with computer hardware or software. This position will manage the overall response to user inquiries and ensure that the team can troubleshoot, diagnose problems, and identify solutions with IT equipment and applications.
Responsibilities and Duties:
Manage a medium-sized user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards.
Produce, update, and provide best practice support on complex documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
Work within established knowledge management systems to deliver preset outcomes for an area of responsibility.
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
Help others get the most out of data management systems by providing support and advice.
Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Conduct research using primary data sources, and select information needed for the analysis of key themes and trends.
Explore issues or needs, establishing potential causes and barriers, as well as related issues.
Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
Help others get the most out of internal communications systems by offering support and advice.
Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Help develop procedures for an area of the organization and monitor their implementation.
Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold Team Members accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate Team Members to commit to these and to do extraordinary things to achieve local business goals.
Required:
At least 3 years experience as a Supervisor within a Help Desk
Communicates and delivers information both written and verbally in a clear, concise and compelling manner to others.
Critical thinking and problem-solving skills.
Ability to work independently and as part of a team.
Provide after-hours operational support, including participation in an on-call rotation, as required to support IT operations.
Preferred:
Plans, organizes, prioritizes and oversees activities to efficiently meet objectives.
Monitors, diagnoses and fixes problems with technology products.
Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.
Monitors, interprets and understands policies and procedures and ensures their alignment with organizational strategies and work objectives.
Ensures the optimum scheduling of work and material resources to meet planned performance targets.
Communicates and articulates potential resolutions or strategies in a clear, compelling, and tailored manner to address specific challenges or meet organizational needs.
Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.
Orients work in a workflow to plan, organize, and execute the steps it takes to achieve higher efficiencies.
Plans and manages small project work assignments within desired cost, time and quality parameters.
Identifies, addresses, and navigates opposition or reluctance effectively, fostering a collaborative environment and facilitating positive outcomes in the face of resistance.
Understands and effectively use standard office equipment and standard software packages to support business processes.
Obtains consensus between two or more parties who may have different interests, for the benefit of the organization.
Installs, sets up, configures, and manages software and environments.
Sets up and maintains operating systems.
Utilizes systems and tools required to search for new data or retrieve existing data in a database.
Education: Bachelor's Degree or Equivalent Level
Experience: Experience enables job holder to deal with the majority of situations and to advise others (3 to 6 years)
Managerial Experience: Experience planning and managing resources to deliver predetermined objectives as specified by more senior managers (3 to 6 years)
PHYSICAL REQUIREMENTS (IN AN 8-HOUR WORKDAY)
Stand: 1-2 hrs
Walk: 1-2 hrs
Sit: 7-8 hrs
Bend/Stoop: 1-2 hrs
Reach above shoulder level:1-2 hrs
Pushing/Pulling: 1-2 hrs
Squat: 1-2 hrs
Climb: 1-2 hrs
Crouch: 1-2 hrs
Kneel: 1-2 hrs
Carry up to 10 pounds: 1-2 hrs
Carry 11 to 25 pounds: 1-2 hrs
Carry 26-40 pounds: 1-2 hrs
Carry 41-60 pounds: 1-2 hrs
Carry 61 and over or awkward items: Team Lift
Lift up to 10 pounds: 1-2 hrs
Lift 11 to 25 pounds: 1-2 hrs
Lift 26-40 pounds: 1-2 hrs
Lift 41-60 pounds: 1-2 hrs
Lift 61 and over or awkward items: Team Lift
Repetitive motion of simple/light grasping: 5-6 hrs
Repetitive motion of firm/strong grasping: 1-2 hrs
Repetitive motion fine dexterity (i.e. keyboarding): 7-8 hrs
O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.
Total Compensation Package:
Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth
O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [email protected] or call (800) 471-7431 option , and provide your requested accommodation, and position details.
