Job Information
RELIANCE STEEL & ALUMINUM CO. Supervisor, IT Support Desk (Cypress) in Cypress, California
[JOB SUMMARY
[The Supervisor, IT Support Desk is a member of the Reliance Technology Solutions (RTS) management team and is responsible for the day-to-day management of the Reliance IT Support Desk.
[Under the general supervision of the Manager, IT Support Desk, the Supervisor, IT Support Desk will provide broad functional and technical expertise to lead and motivate a diverse team of IT Support Analysts who operate in a high demand / time sensitive environment. The IT Support Desk team provides first level support to end-users across a broad range of hardware and software solutions.
[To be successful in this role, the Supervisor, IT Support Desk must oversee the implementation of best practices, build and maintain strong partnerships across the Reliance organization, and quickly gain an understanding of our business needs. In addition, the person filling this role will track core metrics necessary to manage and continually improve customer satisfaction and diligently ensure compliance to our Incident Management, First Call Resolution, and Service Level Agreement practices.
[The Supervisor, IT Support Desk will collaborate with the Manager, IT Support Desk and others across organization to provide world class customer service to our users, while remaining in compliance with internal processes that support these activities.
[ESSENTIAL FUNCTIONS [Lead, coach, and mentor a team of IT Support Analysts [Supervise the IT Support Desk team including recruiting, retaining, coaching, and developing the team to provide the highest level of customer service [Build and maintain strong partnerships across the Reliance Family of Companies, Corporate, and within RTS [Manage, direct and coordinate support desk activities, including first call resolution, incident management processes, and assignment of Support desk duties and tasks [Support established policies, procedures, standards, and quality control processes to assure responsive support capabilities [Assist with the development, implementation, and administration of IT Support staff training procedures and policies [Comply with all internal and external policies and procedures [Supervise resource allocations and staffing [Act as a further escalation point for unresolved or escalated requests [Stay current with changing business priorities and re-align project work/resources as appropriate [Monitor customer support for assigned areas, ensuring that reported problems are prioritized and addressed in a timely manner in support of Service Level Agreements [Ensure team takes ownership of user problems and be proactive when dealing with user issues [[]{s=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{arial=""}]{pro="" sans="" source=""}