IT Support Supervisor

The Office of Museum Technology at the Florida Museum of Natural History seeks an experienced and well qualified IT Support Supervisor. The position leads a team of two full time End User Computing Specialists providing help desk support to 500+ Windows computers, Apple computers, tablets and associated peripheral devices. As a side benefit, you will learn about the natural history objects and collections here – we’ve got everything from sharks and snakes to plants and paleontology!

The position is responsible for managing Help Desk operations to maintain appropriate service levels. Key responsibilities include, but are not limited to:
- Work as Help Desk Lead Technician
- Manage break/fix operations and technology purchasing requests
- Triage incoming Help Desk requests throughout the workday and assign tickets to balance staff workloads
- Supervise and give direction to Help Desk staff; conduct daily stand-up meetings to set priorities
- Provide feedback and direction to Help Desk staff in regular individual meetings
- Provide feedback and analysis of performance in monthly Help Desk meetings and facilitate SMART goal setting.
- Create and maintain documentation, including technical reference, department policy, and procedures
- Ensure integrity of computer inventory database
- Manage operations to maintain service levels
- Analyze and report key performance metrics
- Conduct internal staff and end user training
- Manage projects with deadlines; keep project documentation up-to-date
- Initiate, develop, and implement projects, protocols, automation, and procedures to improve technology services provided to Museum users and adapt to the ever-changing IT landscape
- Maintain and develop skillset on current technologies as appropriate
- Work as part of a team; liaise with the Enterprise Systems, Software Development, and Collection Database teams as necessary to escalate and resolve problems

$70,000.00 - $80,000.00, commensurate with education and experience.

A bachelor’s degree; or associate’s degree and two years of appropriate experience; or a high school diploma or equivalent and four years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Supervisory experience strongly preferred. Excellent written communication skills required. Looking for a candidate with strong technical and business writing skills (concise, clear, and cohesive writing skills).

CompTIA A+ and Network+ certification preferred. If not already attained, CompTIA A+ must be achieved within first six months of employment.

Must be proficient in:
- Troubleshooting, repairing, and upgrading computer hardware and software
- TCP/IP networking fundamentals and OS network configuration
- Effective use of vendor-provided technical support for fast and efficient problem resolution
- Proficiency with current Microsoft and Apple operating systems for desktops, laptops and other peripherals
- Microsoft Active Directory and Group Policy
- PowerShell and bash/zsh scripting
- Database reporting. If not already proficient, SQL proficiency (DML only) must be achieved within the first six months of employment.

Additional preferred skills:
- Project Management Experience/Certification
- Proficiency with removal of malicious software
- Highly developed problem-solving and troubleshooting skills
- Strong operating system deployment skills
- Experience with remote administration tools
- Familiarity with endpoint management tools (e.g. Jamf, MECM, InTune)

Applicants are required to submit the following with their application:
- Cover Letter
- Resume or CV
- Professional References (Minimum of 3)

Applicants should expect to demonstrate hardware and OS troubleshooting skills during the interview.

Expected start date October 18th, 2024

This position requires U.S. work authorization.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.