Supervisor, IT Support

Supervisor, IT Support

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

Supervisor, IT Support

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. They should be a self-starter and have excellent motivation, leadership, and ingenuity to excel in 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.

Responsibilities:

• Recruit, train, and evaluate IT services technicians.
• Delegate tasks and develop work schedules.
• Closely monitor ticket queue to provide quality assurance of tickets in progress.
• Resolve difficult issues; identify/fix root causes for problems; and find better ways to do things.
• Work with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provide reports on IT technician activities, performance, and operational issues.
• Resolve, route, or escalate service requests to functional teams as necessary.
• Work with team and peers to identify processes that require improvement.
• Participate in the IT services supply chain, purchasing and distribution process.
• Work with IT logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborate closely with third party vendors to build strong and long-lasting relationships.

Basic Qualifications:

• 3+ years of experience in a corporate IT helpdesk and/or desktop support environment.

Preferred Skills and Experience:

• Thorough understanding of the Windows and Mac operating system and applications.
• Strong hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Possess excellent organizational skills.
• Experience with standard client applications (ex: Microsoft Office, browsers, etc).
• Understands and communicates difficult concepts and provides instructions clearly and straightforwardly.
• Professional, self-motivated, resourceful, and work with minimal supervision.
• Able to set priorities and be flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Able to follow procedures and protocols.
• Possesses a hands-on approach and management style.

Additional Requirements:

• Must be willing to travel.
• Willing to work extended hours or weekends as needed.
• Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.

ITAR Requirements:

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C. 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SpaceX's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com.