Help Desk Supervisor
: Job Details :

Position: Helpdesk Supervisor

Location: Cleveland, Ohio – 3 days in office, 2 days remote

Shifts/Schedule: 8am- 5pm

Salary: $85,000-$110,000

Required:

• Bachelor's Degree or in lieu of a degree, at least 5 years of experience in the field of Information Technology or Business
• 5+ years of progressive help desk experience providing support in a technical support environment
• Prior experience as a Supervisor or Manager in a helpdesk environment
• Experience using and administering help desk ticketing systems
• Experience with Linux troubleshooting in a Windows environment
• Need to be flexible to work an on-call schedule remotely on some weekends
• Experience doing yearly employee evaluations

Preferred:

• Experience with Service Now

JOB DESCRIPTION

The Help Desk Supervisor is responsible for overseeing the level one support team (9-10 individuals at one time) for our client's retail locations in the US and Canada, ensuring the resolution or escalation of end-user incidents to either development or other support groups. The scope of support includes the stores' IT ecosystem, including software, hardware, infrastructure, and related technology. This individual is responsible for overseeing the help desk staff and ensuring that end users are receiving the appropriate assistance delivered in a timely manner. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of department functions.