Supervisor, IT Support

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;">SpaceXAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge.&nbsp;</span><span style="font-family: arial, helvetica, sans-serif;">Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. </span><span style="font-family: arial, helvetica, sans-serif;">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. </span><span style="font-family: arial, helvetica, sans-serif;">All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.</span></p></div><h3 data-pm-slice="1 1 []"><span style="font-family: arial, helvetica, sans-serif;">ABOUT THE ROLE:</span></h3> <p><span style="font-family: arial, helvetica, sans-serif;">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.</span></p> <h3><span style="font-family: arial, helvetica, sans-serif;">RESPONSIBILITIES:</span></h3> <ul> <li>Recruits, trains, and evaluates IT Services technicians.</li> <li>Delegates tasks and develops work schedules.</li> <li>Closely monitors ticket queue to provide quality assurance of tickets in progress.</li> <li>Is hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.</li> <li>Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.</li> <li>Provides reports on IT technician activities, performance, and operational issues.</li> <li>Resolves, routes, or escalates service requests to functional teams as necessary.</li> <li>Works with team and peers to identify processes that require improvement.</li> <li>Participates in the IT Services supply chain, purchasing and distribution process.</li> <li>Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses.</li> <li>Collaborates closely with 3rd party vendors to build strong and long-lasting relationships.</li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif;">BASIC QUALIFICATIONS:</span></h3> <ul> <li>Minimum 3 years’ experience in a corporate IT Helpdesk and/or desktop support environment.</li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif;">PREFERRED SKILLS AND EXPERIENCE:</span></h3> <ul> <li>Thorough understanding of the Windows and Mac operating system and applications.</li> <li>Strong Hardware and software troubleshooting.</li> <li>Excellent customer service skills to work effectively with clients.</li> <li>Possess excellent organizational skills.</li> <li>Experience with standard client applications (ex: Microsoft Office, browsers, etc).</li> <li>Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.</li> <li>Must be professional, self-motivated, resourceful, and work with minimal supervision.</li> <li>Must be able to set priorities and be flexible in a fast-paced environment.</li> <li>Ability to follow through and document issues and resolutions.</li> <li>Must be able to follow procedures and protocols.</li> <li>Possess a hands-on approach and management style.</li> </ul> <h3>ADDITIONAL REQUIREMENTS:</h3> <ul> <li>Must be willing to travel.</li> <li>Willing to work extended hours or weekends as needed.</li> <li>Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.</li> </ul> <h3><strong>COMPENSATION AND BENEFITS:</strong></h3> <p>$91,800 - $137,700 USD</p> <p>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 &amp; long-term disability insurance, life insurance, and various other discounts and perks.</p><div class="content-conclusion"><p><em>SpaceXAI is an equal opportunity employer. For details on data processing, view our </em><em><a href="https://x.ai/legal/recruitment-privacy-notice" target="_blank">Recruitment Privacy Notice</a>.</em></p></div>