Use established policies and procedures provide direct supervision to remote support team
Assist manager with identifying performance goals and review performance metrics to ensure staffing is suitable.
Monitor and ensure call volume is being addressed according to established guidelines and procedures.
Utilize established company policies and procedures to provide direction to team.
Provide a line of communication between management and employees, foster a positive team environment and assist staff as needed.
All other duties as assigned.
Minimum qualifications (mandatory):
Three (3) full-time years of experience in a classification comparable to Senior Technical Support Analyst or Lan Admin II.
At least two (2) years full-time (or equivalent) experience supervising/leading a desktop support team.
Experience coaching and developing direct reports.
Experience preparing and maintaining documentation.
Strong understanding of performance metrics.
Ability to work independently, multitask, prioritize workload with respect to importance and deadlines, communicate clearly and manage stakeholders.
Special knowledge, skills, and abilities:
Classified Title: Technical Support Supervisor Working Title: Technical Support Supervisor Role/Level/Range: ATO 40/03/OH
Salary Range: $50,291 - $87,984. Commensurate with experience Employee group: Full Time Schedule: 9am-5:30 pm / Occasional Weekends Exempt Status: Exempt Location: 04-MD:School of Medicine Campus Department name: 10000023-IT@JH Client Technology Solutions Personnel area: University Administration
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.