Information Services Supervisor (San Diego)

Job Overview

The Supervisor, Information Systems is responsible for the day-to-day supervision of IS employees in providing front line support to Wawanesa computer users. The Supervisor collaborates with team members and IS; contributing to the efforts to develop, design, implement, and continuously improve systems. Working under minimal supervision, this job contributes to Wawanesa’s success by maintaining, enhancing, and supporting technologies within our local Wawanesa offices, while ensuring a sound end user computing experience with excellent customer service to all employees. This role is required to physically work in our San Diego office at least 3 days per week. 

California Compensation:

• The pay range for this position is $99,797 - $149,695 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law.

Job responsibilities

• Provides daily work assignments to individuals and/or groups and changes work assignments in response to service requirements, emerging problems, and other factors.
• Provide day to day leadership, guidance and mentoring to members of the Desktop Support, Service Desk, Identity & Access Management, and other team members as needed. 
• Ensures adequate levels of support coverage inclusive of scheduling staff coverage. 
• Collaborates across departments to resolve problems, modify processes, and optimize workflows. 
• Deals directly with escalated problems, complaints and similar issues and acts to resolve customer support problems in a timely manner. 
• Contribute to the creation and execution of the annual operating plan and budget as forecasted.
• Contribute to the selection of technology standards for technology equipment, including computers, telephony, and systems administration.
• Ensure system stability and availability with a focus on superior customer experience.
• Evaluates team performance and service level metrics and implements the strategy to improve results using process and tracking tools.
• Researches and evaluates software and hardware acquisitions to meet client requirements.
• Plan and manage desktop and local infrastructure vitality.
• Ensure continuous improvement in operational processes.
• Oversee and coach a team to ensure the work environment is respectful, challenging, and rewarding and employees are maximized to their full potential while contributing to the achievement of the company’s goals.
• Performs related duties as assigned.

Qualifications

• Post-Secondary education or equivalent education and/or experience in an IT discipline.
• 3 years’ experience in an Information Technology leadership role. 
• Advanced client service orientation, with an expert understanding of customer service with the ability to establish and maintain high standards.
• Strong communication skills to include verbal and digital communication, with the ability to communicate to both vendors and employees of all levels effectively and persuasively and provide proper follow through.
• Strong interpersonal skills with the ability to interact and foster positive working relationships.
• Strong reporting skills.
• Ability to work within a team atmosphere, making quality contributions and supporting fellow team members to ensure group objectives are met.
• Strong problem-solving skills with the ability to identify and analyze problems and process gaps, develop and evaluate options, and implement and deliver solutions.
• Position requires a flexible work schedule to accommodate business needs.
• Position requires the ability to lift up to 25 lbs. on a regular basis and high mobility throughout the branch.
• Experience with ITIL framework is a must.
• Experience in the Insurance / Finance industry is considered an asset.
• IT certifications are considered an asset.
• Project management experience is considered an asset.