MiTek® USA Inc., a subsidiary of Berkshire Hathaway, Inc. is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry. We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal – making our customers successful.

We are seeking a dynamic and motivated IT TIER II SUPERVISOR in our Chesterfield, Missouri office. The IT Tier II supervisor will coordinate the day-to-day activities of a team (or shift) of professionals to ensure that computer operations run smoothly and reliably. Activities of the team may include second level troubleshooting, coordinating hardware/endpoint distribution and management, assisting Tier III and engineers with advanced troubleshooting and implementation, transitioning support and requests from Tier III to other Tier II analysts, phone support, and other tasks. This position will coordinate, coach, and mentor team members; prioritize and assign tasks to ensure that the team’s resources are used effectively and that work schedules and targets are met, monitor the performance of equipment and processes; identify, troubleshoot, and resolve scheduling problems in order to maintain efficient computer operations. This position is responsible for assisting in service transition, will prepare activity, aging, and status reports on open tickets, and assess performance of staff to increase effectiveness.

This position reports to the IT Support Manager. It involves additional support requirements such as 24 hour rotated on-call coverage for Support issues. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite locations. 

Required Skills

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS STATEMENT(S)

+--------------------------------------------------------------------------+ | - Leadership, coaching, mentoring of Tier II team.  Work as an | | escalation path and liaison between other IT functional groups. | +--------------------------------------------------------------------------+ | - Review and mentor the Tier II, with appropriate and constructive | | feedback | +--------------------------------------------------------------------------+ | - Provide superb technical system and user support by responding to | | calls, email, and other requests for technical support | +--------------------------------------------------------------------------+ | - Track statistics on incident and problem resolution | +--------------------------------------------------------------------------+ | - Apply and/or enforce ITIL Best Practices | +--------------------------------------------------------------------------+ | - Increase First Contact Resolution Rate and increase Knowledgebase | | utilization | +--------------------------------------------------------------------------+ | - Develop processes for escalation to Tier 3 from Tier 2 support team | +--------------------------------------------------------------------------+ | - Identify and work with Management to implement improvements to the | | IT ticket management tool in order to provide a more effective and | | efficient service to our customers | +--------------------------------------------------------------------------+ | - Produce weekly and monthly performance reports for Leadership | +--------------------------------------------------------------------------+ | - Act as an escalation point for critical incidents or if difficult or | | controversial calls are received | +--------------------------------------------------------------------------+ | - Ensure service levels are achieved in line with customer expectation | | and published SLA’s | +--------------------------------------------------------------------------+ | - Review performance reports and make service improvement | | recommendations | +--------------------------------------------------------------------------+ | - Ability to identify and organize tickets as well as monitor and | | respond quickly and effectively | +--------------------------------------------------------------------------+

OTHER JOB FUNCTIONS

+--------------------------------------------------------------------------+ | - Monitor Tier II ticket queues for tickets assigned to the queue | +--------------------------------------------------------------------------+ | - Maintain Knowledge Base | +--------------------------------------------------------------------------+ | - Inform Leadership of recurring Incidents | +--------------------------------------------------------------------------+ | - Track user account creation, changes and deletions | +--------------------------------------------------------------------------+ | - Act as a liaison between customers and technical escalation teams | +--------------------------------------------------------------------------+ | - Utilize and maintain the IT ticketing software | +--------------------------------------------------------------------------+ | - Work with IT Ticketing system programmer to facilitate ticketing | | system improvements for all of IT, including but not limited to | | requests, incidents, asset discovery, license tracking, project task | | tracking, etc. | +--------------------------------------------------------------------------+ | - Contribute to company vision and direction by helping improve | | technical practices, as well as choosing key technologies and issues | | to address as we grow. | +--------------------------------------------------------------------------+

POSITION QUALIFICATIONS

COMPETENCY STATEMENT(S)

+--------------------------------------------------------------------------+ | CUSTOMER SERVICE - Manage difficult or emotional customer situations. | | Respond promptly to customer needs. Solicit customer feedback to improve | | service. Respond to requests for service and assistance. Meets | | commitments.  | +--------------------------------------------------------------------------+ | INTERACTIONS WITH OTHERS - Must be a team player who interacts well with | | other members of the executive team, finance team, corporate office and | | other associates. Must seek out and share information and develop trust | | and rapport with coworkers at all levels in the organization. Must be | | willing to work as an equal team member and just not supervise other | | associates.  | +--------------------------------------------------------------------------+ | INTERPERSONAL SKILLS - Focuses on solving conflict, not blaming; | | Maintains confidentiality; Listens to others without interrupting; Keeps | | emotions under control; Remains open to others ideas and tries new | | things.  | +--------------------------------------------------------------------------+ | JUDGMENT - Displays willingness to make decisions; Exhibits sound and | | accurate judgment; Supports and explains reasoning for decisions; | | Includes appropriate people in decision-making process; Makes timely | | decisions.  | +--------------------------------------------------------------------------+ | MOTIVATION - Sets and achieves challenging goals. Demonstrate | | persistence and overcome obstacles. Measure self against standard of | | excellence. Take calculated risks to accomplish goals.  | +--------------------------------------------------------------------------+ | ORAL COMMUNICATION - Speaks clearly and persuasively in positive or | | negative situations; Listens and gets clarification; Responds well to | | questions; Participates in meetings.  | +--------------------------------------------------------------------------+ | TEAMWORK - Balances team and individual responsibilities; Exhibits | | objectivity and openness to others views; Gives and welcomes feedback; | | Contributes to building a positive team spirit; Puts success of team | | above own interests; Able to build morale and group commitments to goals | | and objectives; Supports everyone's efforts to succeed.  | +--------------------------------------------------------------------------+ | WRITTEN COMMUNICATION - Writes clearly and informatively; Edits work for | | spelling and grammar; Varies writing style to meet needs; Presents | | numerical data effectively; Able to read and interpret written | | information.  | +--------------------------------------------------------------------------+ | WORKING RELATIONSHIPS - Ability to obtain and appropriate the proper | | usage of equipment, facilities, materials, as well as personnel.  | +--------------------------------------------------------------------------+ | ACCURACY - Ability to perform work accurately and thoroughly.  | +--------------------------------------------------------------------------+ | ACTIVE LISTENING - Ability to actively attend to, convey, and understand | | the comments and questions of others.  | +--------------------------------------------------------------------------+ | INITIATIVE - Ability to make decisions or take actions to solve a | | problem or reach a goal.  | +--------------------------------------------------------------------------+

Required Experience

SKILLS & ABILITIES

EDUCATION:

+--------------------------------------------------------------------------+ | Associates or Technical Degree, Computer Technology or 5 years | | equivalent experience. | +--------------------------------------------------------------------------+

COMPUTER SKILLS:

7+ years’ experience with PC and with server hardware/software troubleshooting to the component level in a Windows 7 and Windows 8 environment. 7+ years of direct or indirect problem determination and resolution. Must be self-motivated, team oriented and possess strong communication and interpersonal skills.  

OTHER REQUIREMENTS:

Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required. Ability to analyze and interpret data (metrics) in order to improve the delivery and support of services to our customers. Familiarity with and/or ITIL concepts or certification preferred.

MITEK IS AN E-VERIFY AND DRUG AND TOBACCO-FREE WORKPLACE. 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER AND ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS STATEMENT(S)

+--------------------------------------------------------------------------+ | - Leadership, coaching, mentoring of Tier II team.  Work as an | | escalation path and liaison between other IT functional groups. | +--------------------------------------------------------------------------+ | - Review and mentor the Tier II, with appropriate and constructive | | feedback | +--------------------------------------------------------------------------+ | - Provide superb technical system and user support by responding to | | calls, email, and other requests for technical support | +--------------------------------------------------------------------------+ | - Track statistics on incident and problem resolution | +--------------------------------------------------------------------------+ | - Apply and/or enforce ITIL Best Practices | +--------------------------------------------------------------------------+ | - Increase First Contact Resolution Rate and increase Knowledgebase | | utilization | +--------------------------------------------------------------------------+ | - Develop processes for escalation to Tier 3 from Tier 2 support team | +--------------------------------------------------------------------------+ | - Identify and work with Management to implement improvements to the | | IT ticket management tool in order to provide a more effective and | | efficient service to our customers | +--------------------------------------------------------------------------+ | - Produce weekly and monthly performance reports for Leadership | +--------------------------------------------------------------------------+ | - Act as an escalation point for critical incidents or if difficult or | | controversial calls are received | +--------------------------------------------------------------------------+ | - Ensure service levels are achieved in line with customer expectation | | and published SLA’s | +--------------------------------------------------------------------------+ | - Review performance reports and make service improvement | | recommendations | +--------------------------------------------------------------------------+ | - Ability to identify and organize tickets as well as monitor and | | respond quickly and effectively | +--------------------------------------------------------------------------+

OTHER JOB FUNCTIONS

+--------------------------------------------------------------------------+ | - Monitor Tier II ticket queues for tickets assigned to the queue | +--------------------------------------------------------------------------+ | - Maintain Knowledge Base | +--------------------------------------------------------------------------+ | - Inform Leadership of recurring Incidents | +--------------------------------------------------------------------------+ | - Track user account creation, changes and deletions | +--------------------------------------------------------------------------+ | - Act as a liaison between customers and technical escalation teams | +--------------------------------------------------------------------------+ | - Utilize and maintain the IT ticketing software | +--------------------------------------------------------------------------+ | - Work with IT Ticketing system programmer to facilitate ticketing | | system improvements for all of IT, including but not limited to | | requests, incidents, asset discovery, license tracking, project task | | tracking, etc. | +--------------------------------------------------------------------------+ | - Contribute to company vision and direction by helping improve | | technical practices, as well as choosing key technologies and issues | | to address as we grow. | +--------------------------------------------------------------------------+

POSITION QUALIFICATIONS

COMPETENCY STATEMENT(S)

+--------------------------------------------------------------------------+ | CUSTOMER SERVICE - Manage difficult or emotional customer situations. | | Respond promptly to customer needs. Solicit customer feedback to improve | | service. Respond to requests for service and assistance. Meets | | commitments.  | +--------------------------------------------------------------------------+ | INTERACTIONS WITH OTHERS - Must be a team player who interacts well with | | other members of the executive team, finance team, corporate office and | | other associates. Must seek out and share information and develop trust | | and rapport with coworkers at all levels in the organization. Must be | | willing to work as an equal team member and just not supervise other | | associates.  | +--------------------------------------------------------------------------+ | INTERPERSONAL SKILLS - Focuses on solving conflict, not blaming; | | Maintains confidentiality; Listens to others without interrupting; Keeps | | emotions under control; Remains open to others ideas and tries new | | things.  | +--------------------------------------------------------------------------+ | JUDGMENT - Displays willingness to make decisions; Exhibits sound and | | accurate judgment; Supports and explains reasoning for decisions; | | Includes appropriate people in decision-making process; Makes timely | | decisions.  | +--------------------------------------------------------------------------+ | MOTIVATION - Sets and achieves challenging goals. Demonstrate | | persistence and overcome obstacles. Measure self against standard of | | excellence. Take calculated risks to accomplish goals.  | +--------------------------------------------------------------------------+ | ORAL COMMUNICATION - Speaks clearly and persuasively in positive or | | negative situations; Listens and gets clarification; Responds well to | | questions; Participates in meetings.  | +--------------------------------------------------------------------------+ | TEAMWORK - Balances team and individual responsibilities; Exhibits | | objectivity and openness to others views; Gives and welcomes feedback; | | Contributes to building a positive team spirit; Puts success of team | | above own interests; Able to build morale and group commitments to goals | | and objectives; Supports everyone's efforts to succeed.  | +--------------------------------------------------------------------------+ | WRITTEN COMMUNICATION - Writes clearly and informatively; Edits work for | | spelling and grammar; Varies writing style to meet needs; Presents | | numerical data effectively; Able to read and interpret written | | information.  | +--------------------------------------------------------------------------+ | WORKING RELATIONSHIPS - Ability to obtain and appropriate the proper | | usage of equipment, facilities, materials, as well as personnel.  | +--------------------------------------------------------------------------+ | ACCURACY - Ability to perform work accurately and thoroughly.  | +--------------------------------------------------------------------------+ | ACTIVE LISTENING - Ability to actively attend to, convey, and understand | | the comments and questions of others.  | +--------------------------------------------------------------------------+ | INITIATIVE - Ability to make decisions or take actions to solve a | | problem or reach a goal.  | +--------------------------------------------------------------------------+