Service Technician Supervisor

Reporting to the Senior IT Services Manager, the Service Supervisor is responsible for the day-to-day oversight of his/her assigned Team Members and, by extension, the assistance of additional Services Team Members. The IT Service Supervisor is responsible for ensuring the tools which support Withum's desktop environment and user experience are of the highest quality. The Service Supervisor acts as technical lead for the service team and is responsible for the planning and implementation of service initiatives which align support services with the Firm's strategic plan. The Team Member works within general methods and procedures, exercises considerable independent judgment to select the proper course of action, and is required to review the work of subordinate IT Services Team members to ensure conformance with established guidelines, methods, procedures, and policies.

How You'll Spend Your Time:

Operational Management:

• Ensuring the efficient operation of the assigned subordinate Team Members
• Sustaining appropriate service level agreements for the IT services Team
• Maintaining documentation for policies and procedures related to all service and support efforts
• Under the guidance of the IT Leadership Team - Designing and implementing future support offerings and modalities
• Ensuring compliance of IT related policies and procedures throughout the IT Services Team
• Supporting the monitoring, analysis and optimization of the firm's service offerings
• Under the guidance of the IT Leadership Team - Appropriately prioritizing both IT projects and day-to-day operations

Strategy & Planning:

• Contributing to strategic technology planning and direction of projects
• Understanding business needs, educating staff on technology and how to use it as a strategic asset
• Staying up to date with key service development/issues within the technology and accounting industry and implement new methods or technologies in order to maintain and improve efficiency

Leadership:

• Providing direction and support to the service team, helping to develop personal goals, and ensuring that they are met efficiently
• Coaching team members to help them grow, developing and encouraging them to extend their professional capabilities
• Identifying and delegating areas of responsibility to the appropriate authority for team members to successfully accomplish their responsibilities
• Selecting and assigning staff, ensuring equal opportunity is afforded to projects based on work quality and ability to meet deadlines
• Evaluating and verifying Team Member performance through the review of completed work assignments and work techniques

The Kinds of People We Want to Talk to Have Many of The Following:

Experience & Education:

• Bachelor's Degree in Information Technology or related field
• Minimum of 7-10 years on-hands service experience
• Proven successful execution/completion of technology projects
• Experience with Windows 10 management technologies
• Experience with Microsoft Office 365 technologies
• Experience or understanding of Microsoft Azure and Microsoft Intune
• Proficiency with operating systems, including Windows 10 and MAC operating systems
• Possess advanced knowledge and understanding of networking and personal computer hardware including mobile devices and Operating systems
• A+ and/or MOS certification and other industry recognized advanced certifications
• Advanced Knowledge on accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep
• Ability to lift 50 lbs

Personal Attributes:

• Excellent interpersonal, written and oral communication skills
• Demonstrated managerial and mentoring abilities
• Naturally self-motivated and detailed oriented
• Resourceful and innovative problem-solving abilities
• Passion for technology service and interest in exploring new methodologies
• Willingness to travel to remote offices and industry events as needed
• Ability to be flexible with work schedule hours to ensure successful completion of projects

The compensation for this position will vary by location. If you reside in New York, please see below. In addition to the base compensation, Withum offers a competitive benefits package and bonus program (for eligible roles) based on individual and firm performance. Final offer amounts are based on multiple factors such as the specific role, hiring location, as well as the individual's skills, experience, and qualifications. For additional information on our benefits, visit our website at https://www.withum.com/careers/.

New York City ranges are from $95,000 - $115,000 annually