IT Operations Support Supervisor

Join our Team as an IT OPERATIONS SUPPORT SUPERVISOR!

The Role:

We’re seeking a passionate and dedicated IT Operations Support Supervisor who brings a customer-centric focus to the table.  In this role, you’ll lead day to day operations of the Operations Support team, managing and coordinating all daily activities and projects to meet company and customer needs. You will champion continuous improvement, leveraging technology and process enhancements to reduce resolution times and elevate the customer experience. You will ensure the team delivers exceptional customer service to internal employees, customers, and dealers.

What You’ll Be Doing:

• Managing Operations Support team personnel by mentoring, coaching, and guiding employees to strengthen their performance, career growth, and productivity.
• Evaluating employee performance and recommending appropriate personnel actions - such as disciplinary steps, performance improvement plans, and terminations - in collaboration with Human Resources.
• Delivering excellent customer service by assisting customers via phone, email, and other channels, offering technical support and problem solving for a wide range of issues.
• Ensuring the Operations Support team maintains full ownership of all support requests and keeps customers informed of the status throughout the lifecycle of their case.
• Investigating, documenting, and recommending new tools, technologies, and methodologies to reduce response and resolution times and enhance the customer experience.
• Assisting in the development and implementation of policies, standards, and guidelines for application support processes.
• Troubleshooting application and technical issues and driving them to full resolution.
• Taking a first call resolution approach, managing escalation paths, coordinating with third party vendors, and maintaining ownership of cases until closure.
• Partnering with multiple support departments to ensure timely and effective resolution of daily incidents and major system outages.
• Maintaining and enhancing the knowledge base by updating existing resources and creating new documentation that helps customers resolve issues independently.
• Developing and delivering training to staff and internal users.
• Overseeing, planning, and managing large or complex projects.
• Assisting in the preparation of the annual technology budget.
• Performing other duties as assigned.

What We’re Looking For:

• Bachelor’s Degree Computer Science or a related field or equivalent Technical Certification and work experience.
• 5+ years of technical call center or management experience.
• Advanced knowledge of supporting web applications.
• Advanced knowledge of Office 365.
• Experience with Active Directory account provisioning

Where and When You’ll Work:

• This is an in-person role located at our Columbus, IN office—ideal for those who thrive in a hands-on, team-oriented environment.

What Your Total Compensation & Benefits Package will look like:

Salary - $73,840 - $94,670 per year. Compensation depends on the selected candidate’s education and experience.

Relocation: This role may be eligible for relocation assistance.

World Class Benefits:

• Competitive Salary
• Performance Bonus
• Generous Paid Time Off and 13 Paid Holidays
• Affordable Medical plans and no-cost Dental & Vision options
• 100% 401(k) match up to 6%
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
• Tuition Assistance Program
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
• Recognition and Kaizen (continuous improvement) Reward Programs
• Meaningful opportunities for personal and professional development
• Onsite Fitness Center & Occupational Health Clinic
• Best in class work culture! 

Big Name | Big Opportunities | Life is Better at Toyota

Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of “respect for people” and “continuous improvement”. With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career.

Learn more here: https://www.toyotaforklift.com/careers

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