Job Title: Systems Support Supervisor
Reports to: Systems Support Group Manager
FLSA Status: Exempt
Note: This operation runs 24/7, and individual schedules are determined by volume and client needs. Weekend availability is required and the facility is only closed three days each year.
Job Purpose:
To provide supervisory, operational, and hands-on support for all IT, telephony, and internal systems within the warehouse and distribution operations.
Essential Duties and Responsibilities:
- Serve as a team leader for regional system support teams, guiding and directing efforts to maintain and enhance warehouse and transportation systems.
- Receive direction from corporate IT, Networks, Desktop, and Security teams regarding IT standards, policies, and procedures.
- Travel as needed to support projects, installations, and operational requirements.
Networking:
- Assist in planning and implementing changes to the local IT infrastructure.
- Ensure network security measures align with corporate standards.
- Oversee administration and maintenance of LAN and IT infrastructure, providing guidance to support personnel.
Telephony:
- Manage and upgrade the company’s telephone systems at local and regional levels.
- Oversee phone system configurations, routing, and seating assignments.
Training & Lab Maintenance:
- Maintain computer stations and software used for training programs.
- Provide support for system labs and troubleshooting as needed.
Internal Systems:
- Oversee troubleshooting, backups, archiving, and disaster recovery processes.
- Support implementation of internal systems projects as needed.
Business Continuity & Disaster Recovery:
- Utilize knowledge of SQL, VM server setup, and failover procedures to ensure minimal operational impact.
- Document business continuity plans and conduct regular testing and training.
- Respond quickly under pressure to system outages or operational disruptions.
Help Desk Administration:
- Supervise help desk operations at regional and local levels.
- Address escalated IT issues and provide timely resolutions.
- Manage tracking software and interface with staff to resolve system-related concerns.
Asset Management:
- Maintain vendor relationships and manage procurement of hardware, software, and IT supplies.
- Ensure company IT assets are properly maintained and accounted for.
Reporting & Compliance:
- Prepare daily, weekly, and monthly IT and systems reports for management.
- Ensure safety, sanitation, and compliance standards are upheld in all technology areas.
Minimum Requirements:
- Strong communication skills with the ability to work independently and manage multiple warehouse technology programs.
- Advanced knowledge of computer networking, warehouse management systems (WMS), transportation management systems (TMS), and LAN administration.
- Experience with logistics systems, EDI, and troubleshooting complex technical issues.
- Proven management experience in high-level IT support environments.
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