Animal Logic

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Support Engineering Supervisor
- Helpdesk / Desktop

Reports to: Technology Producer
Direct reports: 5-8

We are seeking a people focused manager with a strong technical background, to lead and supervise a customer focused Support Engineering team in a dynamic environment.
As the Support Engineering Supervisor you will strive to improve departmental service and performance, reduce costs through efficient utilisation and management of support systems; and maximise business productivity by having the responsiveness and flexibility necessary to meet changing production demands.

What you’ll get to do:

  • Manage and monitor performance, quality, and completeness of work within the Systems Support Engineering Team to ensure that team goals for responsiveness, quality, and service levels are met or exceeded.
  • Manage individuals in the Support Team to ensure overall team and individual performance levels, continue professional development, and address any issues with quality of work.
  • Provide leadership through example; encourage and support development of respect, integrity and trust in team members.
  • Monitor incoming requests, and delegate work efficiently to ensure successful completion of projects and tasks across crew members of all skill levels.
  • Refine time management skills to consistently meet service level goals, and supervise time management across all Technical Support personnel.
  • Provide first level of escalation for sensitive or technically difficult problems.
  • Investigate issues, documenting the problem(s) and resolving when possible.
  • Provide the critical customer service interface between IT operations and production staff including animators, compositors, coordinators & producers to meet daily support needs
  • Participate in the recruiting and interview process for new employees as required.
  • Provide management with reports on support team performance when requested.
  • Ensure accuracy of hardware and software database information related to support calls.
  • Effectively manage multiple activities/tasks simultaneously in a fast-paced high-pressure environment while maintaining a high level of quality.

What you bring:

  • Experience in team leadership essential, with a strong ability to coach support and develop team members
  • 3-5 years’ experience in a similar role is preferable
  • BS/MS or equivalent knowledge and experience is required in Computer Science, Computer Engineering, Information Engineering
  • Experience in Entertainment / Media is desirable
  • Strong knowledge of Windows operating system usage and support required. Experience in Macintosh and Linux support preferred.
  • Strong understanding of desktop and server relationships and operating systems required.
  • Working knowledge and previous experience in Active Directory, SSO, corporate security policy/administration and development
  • Excellent communication, customer service and presentation skills.
  • Excellent prioritisation and multitasking skills.
  • Strong hands-on technical and problem-solving abilities

Please apply if you are eligible to work permanently in Australia.

Due to security reasons please do not include any links to Dropbox or Google Docs.

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