IT Supervisor

Description

Job Summary: Responsible for managing first- and second-level technical support staff, ensuring compliance with KPIs and IT operational strategies. Key Highlights: 1. Technical support team administration. 2. Ensuring compliance with metrics (KPIs). 3. Request management and incident tracking. **Job Description** **Overall Objective:** Responsible for the service level delivered by Medline’s first- and second-level technical support teams. Manages technical support staff and ensures each member’s performance meets established metric (KPI) targets, while monitoring adherence to Medline’s defined IT operational strategies. **Responsibilities:** * Monitor first-level support team performance (KPIs), assigning tasks/incidents to support engineers; track incidents assigned to first- and second-level support teams to ensure resolution and closure. * Administer various service requests, including equipment purchases, spare parts, and user creation (AD, AS400, SAP, and other platforms); track proper identification of needs, request processing, and delivery of IT services and resources. * Escalate incidents requiring second- or third-level support intervention to local groups (hardware/software and/or interdepartmental) and corporate offices. * Ensure first-level support team training aligns with the current training matrix; identify new training needs, document them, and incorporate them into the training matrix where applicable. Ensure training procedures are up-to-date in the ETQ Reliance system. Ensure SLAs of IT vendors supporting first-level support are met. * Track various projects requiring first-level support team involvement. * Other responsibilities assigned by the IT Manager. Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability/handicap status or any other legally protected characteristic.