Supervisor, Desktop Support

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Role Overview:

This position's responsibilities were established to supervise the SOC team under the general direction of an IT manager. The core functions of this position include strategic and tactical planning, data analysis, standards development, and reporting—technical assistance for end-users and supported applications/hardware with an emphasis on customer service. The SOC Supervisor also mentors, coaches, and supports the team members.

Sounds interesting? Read on!

What You’ll Do:

• Plans, organizes, coordinates, assigns, and evaluates the activities of the IT Operations Center (ITOC) staff; sets work priorities, performs informal and formal evaluations, and provides professional growth opportunities; provides training, guidance, and work counseling as needed for actively working to create a team based on best practices to accomplish F5's goals and objectives effectively.

• Act as a direct point of contact for customer escalations.

• Assures the ITOC team is effective and efficient, meeting our users' needs through appropriate, ongoing evaluation systems and professional growth strategies, and actively works to create best practices to accomplish F5's strategic goals and objectives effectively.

• Leads and directs weekly staff meetings with assigned staff members to actively work towards implementing key initiatives.

• Reviews support ticket reports; identifies significant issues related to providing a high level of customer service as defined by ITIL standards.

• Involved in developing, modifying, and executing company policies that affect immediate operations and may have company-wide effects.

• Works with other teams to improve the collaboration between the ITOC and their stakeholders

• Responsible for upholding F5's Business Code of Ethics and promptly reporting violations of the Code or other company policies.

• Other duties as assigned.

What You’ll Bring:

• B.S. Degree in Computer Science or another technical degree.

• 6+ years of Information Technologies experience.

• 0-3 years leading or managing a technical team.

• KCS Practices or Trainer certifications are preferred.

• Demonstrated experience in managing and developing employees.

• Ability to work in a dynamic, matrix-managed environment across local, regional, and global offices.

• Knowledge of support center metrics and ability to develop teams to key performance indicators.

• Experience with case management ticketing systems and workforce management programs is a plus.

• Ability to work in a collaborative team environment.

• Solid written and verbal communication skills.

• Experience with Linux and virtual machine technologies.

• Understanding of Microsoft cloud technologies

• Experience with XSLT, Perl, Python, Java, and other standard technologies used in web development preferred.

• Working knowledge of automation testing.

• Practical experience in automation with Python/Shell scripting.

• Strong working knowledge of Linux/Unix.

• Familiarity with developer tooling like GitLab.

• Exposure to common cloud platforms like AWS, Azure, or GCP.

• ITIL framework: Familiarity with the ITIL (Information Technology Infrastructure Library) framework and its processes, especially incident management and problem management, can be beneficial for providing efficient and structured support.

• Security fundamentals: It is essential to be aware of cybersecurity best practices and knowledgeable about handling security incidents, such as malware infections or phishing attempts.

• Leadership and Team Management: As a supervisor, you'll be expected to lead a team or mentor junior support staff. Therefore, experience in team management or leadership roles is valuable.

• Documentation and Process Improvement: Experience creating and maintaining documentation, standard operating procedures (SOPs), and knowledge base articles is valuable. Additionally, it is important to identify opportunities for process improvement and implement streamlined workflows.

What You’ll Get:

• Hybrid working mode

• Career growth and development opportunities

• Recognitions and Rewards

• Employee Assistance Program

• Competitive pay, comprehensive benefits, and cool perks

• Culture of Giving Back

• Dynamic Diversity & Inclusion Interest Groups

Apply if you believe your own unique capabilities can contribute to the success of this role and our organization!

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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].