Help Desk Supervisor

Virtual Technologies Group • Maumee, OH

6d • Hybrid

About The Position

As the Help Desk Supervisor at Virtual Technologies Group, you will be the driving force behind our technical support excellence. You aren’t just managing a queue; you are leading a talented team of Tier 1, Tier 2, and Tier 3 Technicians. Your mission is to ensure seamless service delivery, maintain SLA goals, and mentor your team to navigate complex technical landscapes, from routine password resets to advanced network and Microsoft 365 troubleshooting.

Requirements

• Experience: 3+ years in a supervisory or lead role within a technical support environment.
• Technical Proficiency: Proven hands-on experience with VoIP systems (implementation and troubleshooting) and cloud-based communication platforms.
• Escalation Handling: Demonstrated ability to manage and resolve high-pressure Tier 3 technical escalations.
• Communication: Exceptional verbal and written communication skills, with the ability to translate "tech-speak" into layperson’s terms.
• Education: Associate degree in Information Technology, Computer Science, or equivalent professional experience.

Nice To Haves

• Certifications: CompTIA Network+, Security+, or vendor-specific VoIP certifications (e.g., Cisco, 3CX, or RingCentral).
• ITIL Knowledge: Strong understanding of ITIL frameworks and best practices for service management.
• Analytical Skills: Experience using data and reporting tools to track Help Desk KPIs (MTTR, First-Call Resolution, etc.).
• Education: Bachelor’s degree in a related field.

Responsibilities

• Team Leadership: Supervise and mentor a multi-tiered help desk staff, assist with weekly employee meetings, and foster professional growth. Continuously work with the Service Manager on employee strengths and weaknesses to set goals for career development.
• Meticulous Attention to Detail: Consistently review service tickets to assess and adjust their priority based on user impact and overall significance, while closely monitoring compliance with SLA objectives. Examines communications between the technical team and customer to ensure our best support is given and pivot resources proactively to avoid ticket resolution delays. Verify that the steps taken to reach ticket resolution are clearly notated for future reference, and relevant KB articles are updated.
• Escalation Management: You will oversee the Ticket Escalation process, ensuring that all issues are handled with precision and speed. Communicate and escalate tickets further to the Service Manager, so complex issues can still be resolved within their SLA goal, and resources outside of the Service Desk can be leveraged.
• Workflow Optimization and Resource Utilization: Maintain oversight of ticket queues to ensure adherence to SLA standards and proactively adjust staffing levels or workflow processes as needed to sustain optimal operational efficiency. Meet member utilization targets while identifying and addressing potential resource overloads to prevent burnout.
• VoIP Services Delivery: Provide high-level oversight and guidance for VoIP-related tickets based on Quality of Service, call flow modifications, and best practices for network configurations specifically for VoIP.
• Quality Assurance: Audit tickets notes and call logs to ensure the team provides a "white-glove" experience to all Virtual Technologies Group clients.

Benefits

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
• Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree