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Desktop Support Supervisor/Manager in Long Beach, CA at Pionear

Date Posted: 10/2/2018

Job Snapshot

Job Description

Performs the installation, repair and preventative maintenance of personal computer and related systems. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers. May assist Network Administrator.

Manages the metrics associated with help desk end user analysts and ensures performance of these resources to meet service level agreements.

Frequent travel between 5 Molina office locations in Long Beach required to provide oversight of onsite resources and inflight projects.

Job Requirements

Knowledge/Skills/Abilities
• Manages the metrics associated with help desk end user analysts and ensures performance of these resources to meet service level agreements.
• Acts as an escalation point for resolving technical problems. Assists in response to Help Desk tickets, telephone calls, email and personnel requests that cannot be executed by the helpdesk analysts. Communicates tracks and monitors the problem to insure a timely resolution.
• Ensures change management processes are followed for all changes within area of responsibility.
• Confirms and approves documentation that has been created by support resources for completeness, accuracy and consistency.
• Directs maintenance of support functions to assist Molina end users.

Associate's Degree or equivalent combination of education and experience is required
(Bachelor's degree in related field is preferred)

Experience level required is 3-5 years. (5-7 years experience is preferred)