Supervisor, IT Support - Memphis

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.

SpaceXSI is building Super Intelligence to understand the universe and help expand humanity’s knowledge and capabilities. We work across the full Super Intelligence stack: compute (Colossus supercomputers), models (Grok), and applications (Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X). We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

ABOUT THE ROLE:

This person will manage a world-class team of IT Services Technicians focused on supporting end user requests, deploying new hardware, and assisting with non-standard solutions presented by engineers. The ideal candidate will be flexible and flourish in a fast-paced and challenging environment. He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position.

This is a "hands on" technical management position; the ideal candidate will be able to coach, motivate and lead the team, while being capable of contributing technically and challenging decisions.

RESPONSIBILITIES:

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Closely monitors ticket queue to provide quality assurance of tickets in progress.
• Is hands-on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.
• Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provides reports on IT technician activities, performance, and operational issues.
• Resolves, routes, or escalates service requests to functional teams as necessary.
• Works with team and peers to identify processes that require improvement.
• Participates in the IT Services supply chain, purchasing and distribution process.
• Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborates closely with 3rd party vendors to build strong and long-lasting relationships.
• BASIC QUALIFICATIONS: Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment.
• PREFERRED SKILLS AND EXPERIENCE: Thorough understanding of the Windows and Mac operating system and applications.
• Strong Hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Possess excellent organizational skills.
• Experience with standard client applications (ex: Microsoft Office, browsers, etc).
• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
• Must be professional, self-motivated, resourceful, and work with minimal supervision.
• Must be able to set priorities and be flexible in a fast-paced environment.
• Ability to follow through and document issues and resolutions.
• Must be able to follow procedures and protocols.
• Possess a hands-on approach and management style.
• ADDITIONAL REQUIREMENTS: Must be willing to travel.
• Willing to work extended hours or weekends as needed.
• Must be able to regularly lift up to 25 lbs. for duties such as delivering computers, unpacking and rack-mounting equipment, etc.