Systematix

Systematix is currently looking for an Service Desk Supervisor to oversee a team of IT support associates in a technically diverse environment.

ABOUT THE PROJECT
Our client is one of the world’s leading Life Sciences companies, with offices around the globe.  Working as Service Desk Supervisor, you will be responsible for ensuring the smooth operation of our client's user support services. Your main objective will be to provide technical guidance, resolve complex issues, ensure effective communication between the support team and end-users, and utilize experience in coaching associates and working through difficult conversations and situations.

ABOUT THE RESPONSIBILITIES

• Supervising and providing hands-on technical guidance to a globally dispersed team
• Overseeing the day-to-day operations of the user support team, by ensuring all tickets and requests are addressed in a timely and efficient manner.
• Resolving complex technical issues escalated by the support team, utilizing your expertise and troubleshooting skills.
• Collaborating with other IT teams to ensure the smooth integration and coordination of support services with other systems and applications.
• Developing and maintaining support procedures, documentation, and knowledge base articles to enhance the efficiency and effectiveness of user support services.
• Utilizing your experience in coaching associates to provide guidance, support professional development, and foster a high-performance culture within the team.
• Demonstrating strong interpersonal skills and the ability to navigate difficult conversations and situations professionally and effectively, while fostering a collaborative and inclusive work environment.
• Applying your coaching skills to support the growth and success of team members, providing constructive feedback and opportunities for skill development.

ABOUT THE QUALIFICATIONS

• Associate’s Degree in Information Technology (or equivalent)
• 6+ years of experience in IT service management, helpdesk/end user support, and/or general IT support.
• Experience as a mentor or supervisor of a team of technical support professionals.
• Strong technical background with expertise in troubleshooting hardware, software, and network-related issues with experience within the Microsoft enterprise-level corporate environment a must (e.g. Active Directory, Win10, MS Apps, etc.)
• Excellent communication and interpersonal skills, with experience coaching associates and resolving conflicts within a team.
• Solid organizational and time-management abilities, with the capacity to prioritize tasks and manage multiple projects simultaneously.
• Proven experience maintaining support procedures, documentation, and knowledge base articles to enhance the efficiency and effectiveness of user support services.
• Professional IT Certifications (CompTIA, Microsoft, Azure, etc.) are a very strong asset

ABOUT THE ROLE
This is a 3-6-month contract to hire role to be performed at our client’s site in the Los Angeles area. 

APPLY NOW
If you are interested in finding out more please contact us or submit your resume to jobs@systematix.com.

ABOUT SYSTEMATIX
Systematix is a Global Consulting and Resourcing firm head quartered in Canada with offices across North America and the United Kingdom. We provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and all Private Industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. At Systematix, we don’t just accept difference, we thrive on it and believe that diverse cultures, perspectives, and experiences enhance our workforce and bring value to our community. Systematix Technology Consultants Inc has adopted the Employment Equity Policy to promote the full participation and advancement of members of the designated groups (women, indigenous peoples, members of visible minority groups, and persons with disabilities) under the Canadian Human Rights Act and Employment Equity Act in the Systematix Technology Consultants Inc workforce.