Helpdesk Supervisor

JOB SUMMARY:

The Help Desk Supervisor oversees the daily operations of the help desk team, ensuring efficient and effective technical support for end-users. This role involves supervising, training, and mentoring help desk technicians, managing workflows, and ensuring timely resolution of technical issues. The supervisor is responsible for maintaining service level agreements (SLAs), monitoring performance metrics, and implementing best practices to enhance customer satisfaction. Additionally, they coordinate with other IT departments to address complex issues and ensure seamless IT operations.

ESSENTIAL JOB DUTIES: 

• Ensure that all technology used by employees, including computers, software, and peripherals, functions efficiently and effectively.

• Lead a team of technicians, coordinates system updates, resolves technical issues, and ensures timely support for end-users. They also manage hardware/software inventory, oversee license administration, and implement IT policies to maintain a seamless workflow.

• Supervising and supporting help desk team in troubleshooting and resolving technical problems.
• Training team members on tools, processes, and customer service techniques.
• Managing ticketing systems to track, prioritize, and resolve user requests.
• Analyzing performance data to identify trends and improve service delivery.
• Ensuring compliance with organizational policies and IT standards.
• Plan, organize and administer the daily operations of the Help Desk Team.
• Administer the Help Desk ticketing software.
• Instruct, answer questions, delegate and review the work of the Help Desk Team to ensure prompt, accurate and courteous attention of all requests.
• Develop, update, recommend improvements and coordinate the section’s systems and procedures.
• Develop, recommend, and coordinate Help Desk staff training and procedure updates.
• Act as a main Help Desk liaison to the IT department and initiate appropriate escalation procedures to appropriate IT staff.
• Communicate and maintain good rapport with colleagues, staff, and the field.
• Communicate with manager regarding progress, issues, problems, and successes.
• Develop and maintain a positive and professional work environment.
• Maintain discipline, resolve problems, and assist in determining performance, promotion, transfer, or dismissal.
• Handle calls escalated by the Help Desk Support Team.
• Maintain knowledge of different programs and laptop loading procedures to provide ongoing support to field force and home office staff.
• Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully; however, in some cases, an equivalent combination of Education, Training, Certifications, and Experience may meet the job qualifications. 

Education, Training, Certifications: 

• Bachelor’s degree in Information Technology, Computer Science, or a related field required or equivalent work experience.
• ITIL Certification preferred.
• Detailed knowledge of computer hardware systems, sales support software systems, ticketing systems and calling software.
• Able to define and identify conflict styles, causes, and methods for handling conflict.

Experience, Knowledge, Skill Requirements:

Communication Skills:

• Must have the ability to effectively read, write, and communicate in English with employees and customers. 

Systems and Software Skills:

• Proficiency in accounting software and ERP systems, Microsoft Office.

Other Qualifications:

• Valid driver’s license with acceptable driving record required.
• Occasional travel required up to 20%. 
• Must be able to comply with Summit’s Drug and Alcohol Policy and Background screening requirements, which may also include customer specific requirements based on contractual agreements.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodation may be made to enable individuals with disabilities to perform essential job duties.

Physical Requirements: 

While performing the duties of this job, the employee is required to sit and stand for long periods.  Employee will occasionally be required to drive, bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, reach above and below shoulders, stoop, and twist.

Work Environment:

Employee will consistently be required to work indoors in an office or remote setting, sit or stand for extended periods of time, and work alone and with others. The employee will be occasionally required to travel. 

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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