Supervisor, IT Support

Job description

SpaceXAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates. ABOUT THE ROLE: This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position. This is a "hands on" technical management position; the ideal candidate will be able to coach, motivate and lead the team, while being capable of contributing technically and challenging decisions. RESPONSIBILITIES: Recruits, trains, and evaluates IT Services technicians. Delegates tasks and develops work schedules. Closely monitors ticket queue to provide quality assurance of tickets in progress. Is hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things. Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians. Provides reports on IT technician activities, performance, and operational issues. Resolves, routes, or escalates service requests to functional teams as necessary. Works with team and peers to identify processes that require improvement. Participates in the IT Services supply chain, purchasing and distribution process. Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses. Collaborates closely with 3rd party vendors to build strong and long-lasting relationships. BASIC QUALIFICATIONS: Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment. PREFERRED SKILLS AND EXPERIENCE: Thorough understanding of the Windows and Mac operating system and applications. Strong Hardware and software troubleshooting. Excellent customer service skills to work effectively with clients. Possess excellent organizational skills. Experience with standard client applications (ex: Microsoft Office, browsers, etc). Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner. Must be professional, self-motivated, resourceful, and work with minimal supervision. Must be able to set priorities and be flexible in a fast-paced environment. Ability to follow through and document issues and resolutions. Must be able to follow procedures and protocols. Possess a hands-on approach and management style. ADDITIONAL REQUIREMENTS: Must be willing to travel. Willing to work extended hours or weekends as needed. M