Description

Overview: The Client Systems Analyst Supervisor leads a team of Client Systems Analysts, providing Level II escalation support for hardware, software, network, and system issues. The supervisor combines technical expertise with leadership to manage problem-solving, asset lifecycle, and team development, driving operational efficiency and ensuring the highest standards of service delivery.

Key Responsibilities:

Leadership & Team Management:

• Supervise and guide a team of Client Systems Analysts, ensuring effective incident resolution and support for escalated technical issues.
• Provide technical leadership using ITIL best practices, focusing on problem management and minimizing recurring incidents through procedural improvements.
• Lead asset lifecycle efforts, standardizing hardware, software, and desktop environments, including operating systems, desktop images, and software packaging.
• Foster teamwork, coach, mentor, and motivate staff to ensure growth, accountability, and adherence to department goals.
• Collaborate with other supervisors and managers to support IT department objectives and create a positive work culture of mutual respect, honesty, and continuous improvement.
• Manage shift schedules, workloads, task delegation, and team performance, ensuring alignment with organizational goals.
• Conduct performance reviews and provide ongoing feedback, retraining, or realignment of team members as necessary.
• Handle complaints and challenges, offering solutions to operational delays and performance issues.

Technical Leadership:

• Serve as the primary escalation point for incidents, service requests, and desktop technology changes, offering advanced technical expertise.
• Collaborate with infrastructure, applications, and security teams to ensure seamless integration of desktop systems with storage, networking, enterprise systems, and security protocols (e.g., antivirus, encryption).
• Assist with asset inventory and control, ensuring accuracy and alignment with operational needs.
• Provide hands-on support for desktop system integrations, software lifecycles, and ensuring secure, reliable IT environments across the enterprise.

Operations & Compliance:

• Ensure compliance with internal audit requirements and maintain accurate documentation for internal and external reporting.
• Oversee the application of company policies and procedures in all employee interactions.
• Provide on-call support for critical business or IT issues, maintaining staff availability to address urgent needs.
• Analyze and report trends on IT system performance and offer recommendations for improvements.

Occasional Tasks:

• Provide project support for network and application initiatives as needed, including project coordination. This involves managing tasks, resources, and overseeing the procurement and deployment of computer hardware and equipment.
• Develop and deliver management reports that highlight system trends and operational improvements.

Minimum Qualifications:

• A combination of education and/or experience in Business, Information Technology, or a related field, equating to five years.
• At least three years of progressive experience in leadership and technical expertise.
• Proven ability to manage Level II IT initiatives, incident escalations, and on-call rotations.
• Strong leadership skills, with the ability to mentor, guide, and develop technical teams while demonstrating a customer service mindset.
• Excellent organizational and time management skills, with the capacity to manage multiple assignments and meet deadlines.
• Knowledge of ITSM best practices (ITIL), including incident, problem, and escalation management.
• Proficient in troubleshooting IT technologies, including hardware devices, Microsoft 365 products, Windows, MacOS, and iOS environments.
• Expertise in Microsoft Windows administration and troubleshooting, with an aptitude for learning and supporting new business applications.
• Strong attention to detail, technical documentation skills, and ability to cross-train team members.
• Experience in software packaging, desktop imaging, inventory management, and deployment of updates.
• Preferred Qualifications:
• Advanced knowledge of Microsoft Security products, particularly in areas like Autopilot, WUfB, and endpoint management.
• Experience in managing software deployments using modern tools such as Intune or MECM.
• Familiarity with scripting or automation tools to streamline IT operations.
• Other Requirements:
• Valid Class D driver’s license with a clean driving record.

Qualifications

Leadership experience