Supervisor - IT User Support - SC

Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively seeking a Supervisor - IT User Support who works directly with the IT tech team to provides leadership and direction for the IT User Support Services function, supervises IT User Support Technicians, ensures excellent customer service and support for our end users while providing timely and effective solutions to meet business requirements. This is a "working supervisor" role requiring this person to provide technical support to our end users as well as being an escalation point of support and guidance for our technicians. Excellent communications and analytical skills, strong technical project management skills and * years of technical support experience and 3 years of supervisory experience will be essential for this position. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• Responsible for allocation of personnel toward completing assignments, training, adequate support coverage, and day-to-day operations of the user support services and its staff.
• Works with the Manager to accomplish the following:
  1. Prepare timely and accurate performance evaluations
  2. Monitor performance of User Support Techs to identify any possible problem areas and then devise plan to address issues
  3. Enhance quality of service and analyze trends to anticipate future business needs.
• Ensures effective use and allocation of hardware and software resources
• Installs, configures, maintains, and troubleshoots hardware, software, computers, printers, and other peripheral devices
• Collaborates with other departments or IT teams to function as a liaison throughout the development, testing, and implementation of new service or system.  
• Manages projects, attends project meetings, and communicates the status to appropriate parties
• Develops and disperses all levels of necessary documentation, training, procedures and stays current with system information, changes, and updates
• Researches and evaluates available technology and alternative solutions to make recommendations for modifications or additions to computer systems and/or software applications. This includes researching costs, market options, and trends available to meet user needs
• Provides support for complex technical issues and initiatives in compliance with service level agreements
• Ensures the team is striving for exceptional end user experience by monitoring the ticketing system for incoming issues/requests and identifying, escalating, and redirecting items that require urgent attention by engaging the appropriate resources and staying in compliance with SLAs
• This position will require occasional after hours work and on-call rotational coverage

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Education and Experience:

• High school diploma or equivalent required
• Bachelor’s degree preferred
• 8 or more years of technical/systems support-related experience required
• 3 or more years of supervisory experience preferred
• Prior experience in a manufacturing environment is a plus

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Knowledge and experience with end user support systems and leadership practices preferred
• Excellent communication skills both written and verbal

Machine, Tools, and/or Equipment Skills:

Proficient in troubleshooting abilities for various hardware and software options

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.