Duties and Responsibilities
The Digital Operations Supervisor is responsible for managing a group of system administrators including the Operations System Administrators (OSA) and Enterprise System Administrators (ESA) in a fast paced production environment. The OSA group is responsible for fielding OS, software and hardware support calls on Windows/Linux systems for the studio. The ESA group is responsible for maintaining, designing, upgrading our back-end infrastructure and providing cross-site support for systems issues. The Digital Operations group supports artists, production management, engineering, overhead, and other business unit customers.
The Digital Operations Supervisor is responsible for:
Supervising and mentoring a group of highly-technical, service-focused system administrators. This includes timely performance feedback, regularly scheduled individual and group meetings, crafting annual reviews in conjunction with the group manager, and staffing recommendations.
Supervising and managing the time of OSAs and ESAs to ensure appropriate phone and ticket resolution and escalation.
Implementing processes and procedures for the systems group, and ensuring appropriate support to the studio is being met through various support metrics.
o Defining, capturing and tracking key support metrics.
o Monitoring and managing the service ticket queue to ensure that on a daily basis, all tickets are being serviced within the defined SLA
o Reviewing service tickets on a weekly basis to ensure they were serviced in the most accurate, efficient and effective manner possible and identifying process improvements or training requirements as needed or recommended.
Ensuring a high-level of client/customer satisfaction, measured both qualitatively and quantitatively.
Identifying development opportunities for staff within the group and coordinating with upper management to drive those opportunities into actions.
As requested by the department director, maintain hardware and software inventories, purchases, provide annual budgetary requirements, recommendations, and quarterly re-forecasts of technology needs within the team and studio-wide where applicable.
Qualifications, Education and/or Experience
Bachelor degree in Computer Science or related field desired
13+ yrs of exp
Ability to lead and mentor a support team
Experience with Windows and Linux system administration
Ability to identify and improve existing processes and procedures
Strong customer support focus
Excellent organizational skills and attention to detail
Excellent verbal and written communication skills, including ability to clearly articulate technical information to both technical and non-technical staff
Ability to learn quickly and work collaboratively with other departments in a fast paced environment