Onsite IT Support Supervisor

2 days ago

Markham, Canada Advanced Micro Devices, Inc Full time

Overview:
**WHAT YOU DO AT AMD CHANGES EVERYTHING**

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences - the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. This is who we are at our best. One Company. One Team.

AMD together we advance_

**Responsibilities**:
**THE ROLE**:
As Onsite IT Support Supervisor, you will be responsible to lead a team in providing end-user services to employees and contractors at AMD’s offices in Markham, Ontario, Canada.

**THE PERSON**:
**KEY RESPONSIBILITIES**:

- Serve as the primary point of contact for our internal customers in Markham.
- Lead and supervise a team of experienced onsite support employees in delivering world-class services to employee clientele.
- Establish trust with the local executive leadership team, maintain confidentiality, and show discretion.
- Establish objectives and track performance against these objectives for the support team.
- Manage customer escalations and interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.
- Seek continuous improvement and enhancement opportunities in providing the service to the customer and the broader IT teams.
- Ability to explain technology concepts/procedures/policies in a non-technical way; collaborating and coordinating with members of other teams to track, isolate and resolve technical issues.
- Lead and assist with root cause analysis as it relates to desktop computers, conference room technology, mobile, and all peripheral devices.
- Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner.
- Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.
- Excellent communication skills with the ability to adjust communications based on the audience.

**PREFERRED EXPERIENCE**:

- Extensive support and team lead experience.
- Working knowledge in supporting Windows 10, IOS, and Android devices.
- Experience working in an Active Directory environment.
- Experience working with 3rd party vendors in both support and contract areas.
- Concentrated focus on defect reduction and quality of services.
- Excellent customer relations and customer support skills, particularly communicating with executives and at any other level within the organization.
- Experience working in a team-oriented, global, collaborative environment.

**ACADEMIC CREDENTIALS**:

- Bachelor in information technology, or related field (or equivalent experience).
- ITIL V3 Foundation certification or equivalent experience.
- Project management experience.

LI-TB1

Qualifications:

- Benefits offered are described: _AMD benefits at a glance.

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