Systems Support Supervisor

Hiring Company: 

Delicatessen Services Co., LLC

Overview:The BTS Systems Support Supervisor is responsible for supervising the day-to-day activities and tasks of the BTS Systems Support Specialists I, II’s, III’s, and BTS Systems Support Analysts. The BTS Supervisor is also responsible for the coaching, mentoring, and training of the resources within their purview and sphere of influence.

Job Description:

Essential Duties and Responsibilities

Personnel Management

• Ensure ADP Time Records are accurate for payroll processing
• Ensure employee Time Tracking is accurate and completed weekly (Tempo)
• Write, submit, and deliver appropriate employee yearly appraisals and quarterly reviews.
• Provide training and mentoring to director reports or assigned team members
• Provide unbiased conflict management within internal teams
• Responsible for resource’s schedules and adaptations to work hours to ensure coverage of the site
• Ensuring team success by ensuring that the team is meeting expectations of KPIs, project deadlines, and adherence to established processes and procedures.
• Oversee daily staff/team activities
• Builds/obtains (from other departments) training material for support team
• Ensure communication takes place both upwards and downwards across area of responsibility

Incident Management

• Perform and Provide Tier I, Tier II, and Tier III Support for hardware, software, and applications within their sphere of responsibility
• Provide support and supplementary support to their direct support staff

Project Management

• Serve as the IT Representative in all pertinent operations, facility, or support team(s) meetings relevant to their site/team assignments
• Establish and implement strategic and creative projects and tactical to make efficient or improve on existing hardware, applications, or processes within the company
• Ensure successful completion of projects within budget and deadlines
• To serve as a liaison for all project within their sphere of responsibility
• To provide support and/or supplementary support for all IT driven or focused projects
• To provide IT based consultation and guidance to support and operational department driven initiatives
• To create, build, and maintain project management attributes (e.g Project Plans, Project Charters, ROIs, Risk Mitigation, Post Support Transition, etc.)

Process Management

• Responsible for ensuring accurate records of transactions of company IT asset
• Work with Plant Engineering/Maintenance to ensure alignment of roles and responsibilities and continuity of service quality.
• Along with other IT leadership members develops an effective and workable framework for managing and improving customer IT support in the organization
• Collaborate with Plant Management to align local IT Initiatives and Efforts to those of the facility and our Operational partners.

Education and Experience

• High School Diploma required or GED Equivalent
• 2-year college degree, or education equivalent preferred
• Experience working in a fast paced, cross-functional and multi-team environment.

• Proficiency in computer software such as Power Point, Excel, and IT Case Management systems.
• Applicable experience in leading projects, process improvement initiatives, or a cross functional team preferred

Interpersonal Skills

• Excellent written and verbal communication skills.
• Ability to effectively interact with business partners and internal team members.
• Effective collaboration and teamwork skills while contributing to a highly functioning matrixed cross-departmental project team.
• Promotes and ensures effective team interaction.
• Effective delegation, collaboration, and negotiation skills (focusing on building and leading highly functioning matrixed cross-departmental project teams)
• Strong Conflict Management Skills

Personal and Professional Characteristics

• Ability to effectively interact with business partners and internal team members.
• Detailed oriented, critical thinker with the ability to multi-task in a high-performance team environment.
• Adapt to change and work under pressure.
• Detailed oriented, critical and strategic thinker with the ability to multi-task in a high-performance team environment.
• Strong work ethic with a strong self-motivation
• Promotes and ensures effective team interaction.
• Models and inspires high integrity
• Positive attitude
• Proven Leadership Experience
• Invests in self and team growth in all aspects of the job

Additional Responsibilities

• Additional responsibilities as directed by the CIO or Director of Automation, Plant Tech, and SVC Desk, and the BTS Systems Support Manager.

Reasoning Ability

• To perform this job successfully, an individual must have the ability to define problems, establish facts, draw valid conclusions and deal with problems involving concrete or non-concrete variables.

Preferred Certificates, Licenses, and Registrations

• ITIL v4 Foundations
• A+ Certification
• Network+ or CCNA or equivalent
• MCP- Microsoft Certified Professional
• MCITP – MS Certified IT Professional
• MCTS – MS Technology Specialist

Location:New Castle, IN

Time Type:Full time

Department:Management Information Systems