The IT Help Desk Supervisor will supervise the day-to-day operations of the technical support team. They will identify, research, and resolve technical problems and create and manage escalation procedures and ensure service levels are maintained. Document, track, and monitor problems to ensure resolution in a timely manner. The IT Help Desk Supervisor trains team on support systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards. Lead, motivate and direct employees using effective management techniques which includes establishing expectations and goals, providing recognition and feedback, and addressing any performance problems. Coach, encourage and develop employees according to their unique interests and strengths. Delegate responsibility and expect accountability with regular feedback so that staff are empowered to take ownership for their career and ongoing performance. Acts as the escalation point for critical issues and facilitates a final resolution. Contributes to the development of processes and procedures.Duties & Responsibilities:
- Interview, hire, and direct immediate staff personnel.
- Manage distributed team of remote and in-office system and network personnel.
- Manage staff development to maintain a technically motivated and productive workforce.
- Train staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills.
- Prepare and conduct annual evaluations and goal setting in accordance with company policy.
- Sets priorities for their team while coordinating work activities with other supervisors when necessary.
- Ensure with staff that level 2 and 3 end users requests are handled and completed to meet their expectations.
- Verify and approve timekeeping records and consult employees about any discrepancies.
- Document performance feedback and other personnel matters.
- Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.
- Knowledge of leave policies and coordinating with HR.
- Set procedures and processes in line with standards within the desktop environment.
- Assist in SLA development, implementation, and maintenance.
- Ensure SLA and KPI targets are achieved through team member assignments and completions.
- Manage escalation of major system outages, supplier issues, and customer conflict resolution.
- Assist team in monitoring and identifying any trends or irregular activities on jobs logged with the support group that could relate to potential IT issues and escalate them to the infrastructure team.
- Assist in maintaining security practices.
- Assist in the technical development and enhancement of customer support systems and desktop functionality.
- Collaborate or lead IT systems projects/work streams.
- Identify productivity enhancements and offer recommendations.
- Proactively identify process improvement opportunities, including end-user training tools and documentation.
- Provide management reports on operations and issues, including recommendations for areas of service or technology improvements.
- Manage licensing of responsible software
- Process requests for access to network resources.
- Assist in preparation of the budget.
- Manage team and customer relationships.
- Maintain effective working relationships with vendors.
- Manage the Onboarding of the company employee process as it relates to IT Services.
- Keep abreast of emerging trends, disciplines, and technologies as part of professional development.
- Other duties as assigned.
Requirements:
- High school diploma
- 2 years related experience
Qualifications/Skills:
- Thorough working knowledge of PC, mobile device, printer and scanner hardware installation, diagnostics, repair, maintenance, and upgrade to ensure optimal workstation performance.
- Effective oral, active listening, and written communication skills.
- Strong analytic, problem-solving, and time management skills.
- Strong leadership skills with ability to effectively coach and mentor team members.
- Team builder and team player.
- Strong customer service skills.
- Professional attitude.
Payband 6E / 40 hours per weekSalary: $58,458 - $96,178Accepting applications through: 11/11/24