Operations Supervisor - IT Support

Job Summary:

The IT Support Supervisor leads a team of IT Specialist. This position is critical in driving the overall performance of the IT Support Team. This includes ensuring that service level agreements are met, standard operating procedures are adhered to, proper staffing is in place and best in class support is provided to RELX Reed Elsevier end users.

Accountabilities:

• Oversee day-to-day operations of the IT Support team ensuring SLA adherence, standard operating procedures are followed and regular updates are communicated.
• Lead a team of IT Support Specialists, providing coaching and feedback to improve performance and development.
• Ensure excellent customer service is provided to end-users by monitoring satisfaction levels and communicating clearly on issue status and resolutions.
• Identify opportunities for operational improvements, new technologies, and process enhancements to increase efficiency and effectiveness.
• Coordinate with other business units and departments to provide seamless IT support and services across the organization.
• Perform hands-on technical support and troubleshooting as needed to assist team members or handle complex issues.
• Create, update, and maintain documentation for IT systems, processes and policies.
• Responsible for ensuring effective change management of SOPs, including documentation, training of team members and adherence to revised SOPs.
• Ensure IT support of workstream transitions to RELX Reed Elsevier is properly managed.
• Responsible for handling service escalations by users and for coordinating and reporting major and business continuity incidents.
• Keep up-to-date with IT best practices and emerging technologies to provide best in class IT support.
• Ensures that proper staffing is in place to meet the SLA targets.
• Foster a collaborative and positive work environment
• Set performance goals, provide regular feedback, conduct performance evaluations and succession planning
• Participate in the hiring and onboarding process of new IT support hires.

Qualifications:

• Bachelor’s degree in Computer Science/Engineering/Information Technology
• 2-3 years experience as a lead or supervisor in an IT organization
• 5 years work experience in similar profile with a user base of 1000+
• Knowledge of desktop support including operating systems, enterprise applications and remote access/troubleshooting tools
• Strong leadership qualities with the ability to motivate, mentor, and improve team performance
• Excellent analytical and problem-solving skills
• Strong communication skills with ability to interact effectively with both technical and non-technical stakeholders
• Experience with IT service management software, preferably ServiceNow
• ITIL Certification or knowledge in IT Service Management
• Required knowledge/competencies in: MO365 Apps, Windows 10/11, Autopilot, Microsoft Endpoint Management, Apple Business Manager/JAMF, SysTrack, TCP/IP Client Software, Active Directory, SCCM, Networking, Telephony Fundamentals, A/V Conference Setup, ServiceNow
• Comptia Server+, Security+ and Network+ Training is a plus

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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