This position will require onsite presence at our facility in Irving, TX.

The IT Supervisor under general supervision, performs analytical, technical, and administrative work in the planning, design, maintenance, and the installation of new and existing personal computer systems. Performs level 2 triage and provides onsite support for Telecom, Systems, and Networking support. Works on moderately/highly complex applications. Confers with end users to determine types of hardware and software requirements. Selects appropriate software from the software stack. Installs new hardware and maintains existing hardware. Supports work from home agents and assists junior members of the team supporting WFH users. Provides support to executive staff.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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1. Supervision of IT staff to ensure they are equipped and knowledgeable in processing tickets and executing escalation procedures.

• Orients, communicates and trains all staff for their duties and responsibilities.
• Conducts periodic simulations to ensure team response on major issues.
• Disseminates work instructions
• Provides support on high level issues on IT concerns
• Submits reports to IT Manager

2. Supervision of IT staff on providing proactive updates and monitoring of the ticketing system.

• Provides support on high level issues on IT concerns
• Monitors and submits clear and accurate updates on a timely manner through Emails, Phone Calls, Verbal approach or Instant Messaging (Skype, Google Talk)
• Ensures that the team follows the IT escalation procedures diligently.
• Reviews summary of open tickets at the beginning of the shift on a daily basis and provide instructions to the team on how to proceed.
• Ensures all tickets are being catered and processed as quickly as possible

3. Attendance, overtime and leaves monitoring of the team members

• Monitors daily attendance of the team and submit bi-monthly reports to HR and IT Managers
• Balances team schedule to provide maximum support to clients
• Provides sanctions or suspensions if necessary to maintain order within the team.
• Reviews validity of leaves of all team members and ensure team productivity will not have any impact on providing support to clients.
• Provides initial approval of overtime and leave requests by team members.

4. Monthly evaluation of employees

• Evaluates and provides ratings according to their performances, quality of work, attitude, productivity, attendance.
• Informs subordinates of their weakness in a constructive way and provide ideas or methods to help them improve.
• Provides and submits evaluation rates to Sr. IT Manager for re - evaluation

5. Initial interviews for hiring requirements

• Conducts applicant’s preliminary interview to determine possible fit.
• Endorses qualified applicants to IT Manager for final interview.

• College graduate of IT related courses or its equivalent
• 2 to 4 years of prior IT supervisory work experience