Helpdesk Supervisor

The IT Helpdesk Supervisor will be responsible for overseeing the day-to-day operations of the IT Help Desk team to ensure it delivers a high level of customer service to end users. RELATED EXPERIENCE: - Specifications: - 4-5 years working in an IT Help Desk Environment. Advanced experience with PC Operating Systems and software. Working Knowledge of Active Directory and ticketing systems. ESSENTIAL JOB FUNCTIONS: - Responsible for day to day management of ticketing queue to ensure incidents and service requests are handled in a timely manner. Review pending Service Requests for IT Infrastructure team and make corresponding decision whether to approve, deny, or cancel Work with IT Operations manager to develop, implement, and oversee policies and procedures to ensure consistent service levels, including issue identification, assignment, documentation, and resolution. Serve as an escalation point to the Helpdesk team to assist with complex technical issues that may need to be transferred to another team. Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end user support volume from phone calls, emails, and self-service tickets. - Act as a liaison to other departments to assist with special IT needs, receive feedback, and improve end user experience. Provide direction by coaching and mentoring staff and celebrate accomplishments. Communicate job expectations, enforce policies and procedures, and provide feedback to the Helpdesk team. Maintain staff by recruiting, selecting, orienting, and training employees while also maintaining a safe and secure work environment and developing personal growth opportunities. Other duties as assigned SKILLS/ABILITIES: - - - - - - - - - - - - Demonstrated customer service skills to all levels of end-users including executives and field personnel while delivering solutions to meet their needs. Strong leadership and technical skills to be able to manage, mentor and guide technical staff. Work independently and as a team member within established policies and procedures. Proven problem solving and analytical abilities; experience with process development and adherence. Excellent verbal and written communication skills, required.
Contact:
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