IT EUS SupervisorStatus: Exempt (Salaried)Department: ITPosition SummaryThe IT EUS Supervisor is responsible for leading the Europe-based team of skilled technicians in providing installation, maintenance, and support for our End User Computing environment. This is a hands-on leadership position that involves mentoring the IT support team, being a point of escalation for the team and business, and prioritizing and assigning work amongst the team. Additional tasks include responding to EUS inquiries, performing PC and peripheral maintenance, and assisting with PC and peripheral setups and software upgrades. Daily tasks for the team include analyzing requirements, solving problems, installing hardware and software solutions, and supporting the internal IT EUS Department. Core Duties and ResponsibilitiesSupervise local and remote EUS team members including Europe and India.Monitor and maintain inventory of computers and peripherals (in alignment with global standards) to ensure continuous business operation.Ensure responsiveness and timely communications to customer submitted ticketsCoordinates coverage and assignment of HelpDesk tickets. Supports end users and ensures customer satisfaction.Supports activities ranging such as account creation and maintenance, device provisioning/imaging, software installs and license management, remote online support, computer system triage and break/fix, and software maintenance and repair.In collaboration with the Global EUS manager, creates and supports EUS performance KPIs, metrics, and performance reports to identify trends, understand organizational needs, and identify improvement opportunities as it pertains to Plug’s European footprint.Participate in employee assessments, performance reviews and professional development.Assists with computer equipment selection, purchasing and installation; troubleshoot and resolve basic computing issues.Assigns, prioritizes, and handles escalations including root cause analysis and resolution of tickets.Proactively communicate alerts, notices and announcements. Create and deliver basic technical & process training to employees & users.Education and Experience: Bi-lingual in French & English. Working knowledge of other European languages desirable (German, Spanish, Dutch)Technical training and/or Education in an Information Technology related field.Minimum of 7 years of End User/HelpDesk support and/or systems administrationMinimum of 3 years in a leadership role, including the oversight/management of employeesBroad knowledge of hardware, business software, and operating systems.Knowledge of workstation software including Microsoft Windows, Active Directory, Microsoft Office365, Anti-virus, Remote Connectivity, etc.Experience managing and supporting mobile devices (iOS and Android).Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.Experience working in a global, cross-cultural environment.Ability to thrive and effectively communicate in a dynamic and fast-paced environment.Ability to travel to various Plug locations up to 15% of the time
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