Supervisor, IT Support - Memphis

SpaceXAI; Memphis (TN); On-site; USD 92,000 - 138,000; Full time

Benefits offered by this job

Equity

Medical insurance

Vision

Dental

401(k)

Disability insurance

Life insurance

Employee discounts

Job summary

SpaceXAI is seeking a hands-on IT Services Manager to lead a world-class team of technicians responsible for end-user support, hardware deployments, and non-standard solutions from engineers.

The ideal candidate will coach, motivate, and contribute technically while managing schedules and ensuring quality in a fast-paced environment. Travel and extended hours may be required; a strong leadership style and pragmatic decision making are essential.

Qualifications

• Thorough understanding of Windows and Mac operating systems and apps.
• Excellent troubleshooting of hardware and software issues.
• Strong customer service and clear communication skills.
• Organizational, self-motivated and able to work with minimal supervision.
• Ability to prioritize in a fast-paced environment.

Responsibilities

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Monitors ticket queue to ensure quality and progress.
• Hands-on problem solving; identifies root causes and improves processes.
• Plans, coordinates and supervises project execution for IT technicians.
• Provides reports on activities, performance, and issues.
• Escalates service requests when needed.
• Identifies process improvements with the team.
• Participates in IT services supply chain, purchasing and distribution.
• Manages inventory with IT Logistics.
• Collaborates with 3rd party vendors for relationships.

Skills

Windows expertise

Mac expertise

Troubleshooting

Customer service

Organizational skills

Clear communication

Self-motivated

Prioritization

Job description

SpaceXAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.

ABOUT THE ROLE:

This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position. This is a "hands on" technical management position; the ideal candidate will be able to coach, motivate and lead the team, while being capable of contributing technically and challenging decisions.

RESPONSIBILITIES:

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Closely monitors ticket queue to provide quality assurance of tickets in progress.
• Is hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.
• Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provides reports on IT technician activities, performance, and operational issues.
• Resolves, routes, or escalates service requests to functional teams as necessary.
• Works with team and peers to identify processes that require improvement.
• Participates in the IT Services supply chain, purchasing and distribution process.
• Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborates closely with 3rd party vendors to build strong and long-lasting relationships.

BASIC QUALIFICATIONS:

• Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment.

PREFERRED SKILLS AND EXPERIENCE:

• Thorough understanding of the Windows and Mac operating system and applications.
• Strong Hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Possess excellent organizational skills.
• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
• Must be professional, self-motivated, resourceful, and work with minimal supervision.
• Must be able to set priorities and be flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Must be able to follow procedures and protocols.
• Possess a hands-on approach and management style.

ADDITIONAL REQUIREMENTS:

• Must be willing to travel.
• Willing to work extended hours or weekends as needed.Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.

COMPENSATION AND BENEFITS:

$91,800 - $137,700 USD

Base salary is just one part of our total rewards package at SpaceXAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.