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Job Snapshot
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Employee Type:
Full-Time -
Location:
Southfield, MI -
Experience:
Not Specified -
Date Posted:
9/30/2024
Job Description
This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week at our Southfield, MI Corporate Office location.
Job Summary:
Supervises a team of technical support professionals providing first level support in a customer-centric environment to ensure that service levels are achieved. Responsible for supervising the daily operations of the service desk, monitoring response times, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics. Can make judgments and recommendations based on the analysis and interpretation of data. This position will be based out of our St Petersburg, FL Office location.
Essential Duties and Responsibilities:
Job Requirements
Education/Previous Experience:
Minimum of a Bachelor%26rsquos degree in Computer Science, MIS, Business or related degree and five (5) years of relevant experience including supervisory or leadership experience or combination of education, training and experience.
Two (2) to five (5) years supervisor experience preferred but not required
General technical knowledge and background in concepts, practices and procedures of information technology support highly preferred.
Excellent understanding and/or demonstrated working knowledge of PC hardware and PC applications/operating systems such as Office, Outlook, Windows, DOS, etc. preferred.
Licenses/Certifications:
HDI Support Center
ITIL Foundation preferred
Competencies and Behaviors:
Analysis: Identify and understand issues, problems and opportunities compare data from different sources to draw conclusions.
Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions recommend or take action that is consistent with available facts, constraints and probable consequences.
Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas remains current with developments and trends in areas of expertise.
Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
Client Focus: Make internal and external clients and their needs a primary focus of actions develop and sustain productive client relationships.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt, pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm
