The IT Support Supervisor will be responsible for all BioTelemetry IT support functions
including end user support, customer support, analyzing helpdesk metrics to ensure service
level agreements are met, and providing the highest level of customer service to company
employees and external customers.  The supervisor will work out of the BioTelemetry San
Francisco office and lead a team of local IT support analysts.  The supervisor will plan and
monitor the onboarding of new hires and departure of employees to ensure a timely and
efficient process.  The supervisor will serve as the team lead for projects involving end-user
applications and hardware.  The supervisor will report to and receive guidance from the
Manager of IT Support.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.

RESPONSIBILITES

• Manage and perform supervisory duties daily for Desktop Support and the Help Desk to ensure procedures and processes are adhered to.
• Analyze helpdesk metrics and ensure SLAs are met and proper prioritization of requests
• Analyze helpdesk metrics to ensure proper staffing and coverage
• Build relationships with the IT service desk and other technical groups to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Instill team leadership qualities in staff and assist in directing efforts.
• Hardware support, computer upgrades, network setup, phone configuration, application troubleshooting
• Must be able to support users who are local as well as remote users
• Identifying recurring issues and eliminating root cause
• Process improvement
• Oversee new hire and termination processes
• Train support staff on procedures and troubleshooting
• Team management
• Vendor management
• Project planning and management
• Technology evaluation and recommendation
• Create and maintain support documentation
• Assist After hours support as needed
• Other duties as assigned by department Manager

EDUCATION and/or EXPERIENCE

• College degree or equivalent experience
• 7 years of experience in an enterprise environment
• Must have good analytical, customer service and leadership skills.
• Experience in performing most functions in the Desktop Support and Help Desk area that are essential in delivering services to divisions.
• Teamwork, results oriented, and self-motivated
• Strong decision-making skills
• Office 365
• Active Directory
• Cisco networking
• Windows Server Operating Systems
• VoIP/Hosted PBX

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals. Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization. 
Strong customer service and organization, ability to multi-task, detail oriented, team player,
demonstrates initiative and flexibility in a fast paced environment.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,
common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw
and interpret bar graphs.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written,
oral, or diagram form.  Ability to define problems, collect data, establish facts, and draw
valid conclusions.  Ability to interpret a variety of instructions in mathematical or diagram
form and deal with several variables.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or
hear. The employee frequently is required to use hands to finger, handle, or feel and reach
with hands and arms. The employee is occasionally required to stand and walk. The
employee must occasionally lift and/or move computer related equipment (Monitors,
Computers, Printers, Misc Hardware).

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
The noise level in the work environment is usually moderate.

TRAVEL
5 - 10% may be needed.