Helpdesk Supervisor
About The Position
The Helpdesk Supervisor oversees the daily operations of the help desk team, ensuring efficient and effective technical support for end-users. The role supervises, trains, and mentors technicians; manages workflows and ticketing systems; maintains service level agreements and monitors performance metrics; and implements practices to improve customer satisfaction. The supervisor coordinates with other IT departments to address complex issues and support seamless IT operations. The position also ensures that employee technology—including computers, software, and peripherals—functions effectively; coordinates system updates; manages hardware and software inventory and license administration; and implements IT policies. The supervisor administers help desk systems and procedures, handles escalated calls, serves as a liaison to IT, and communicates with the manager and colleagues about progress and issues. The role may include occasional travel of up to 20% and requires a valid driver’s license with an acceptable driving record.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Detailed knowledge of computer hardware systems, sales support software systems, ticketing systems, and calling software.
- Ability to effectively read, write, and communicate in English with employees and customers.
- Proficiency in accounting software, ERP systems, and Microsoft Office.
- Ability to define and identify conflict styles and causes and methods for handling conflict.
- Valid driver’s license with an acceptable driving record.
- Ability to comply with Summit’s Drug and Alcohol Policy and background screening requirements, which may include customer-specific requirements.
- Ability to meet the physical requirements of the role, including sitting and standing for long periods and occasionally driving, bending, kneeling, balancing, lifting less than 20 pounds, walking, using stairs, reaching, stooping, and twisting.
- Occasional travel, up to 20%, is required.
Nice To Haves
- ITIL Certification preferred.
Responsibilities
- Ensure employee technology, including computers, software, and peripherals, functions efficiently and effectively.
- Lead and support help desk technicians in troubleshooting and resolving technical issues and providing timely end-user support.
- Coordinate system updates and manage hardware and software inventory and license administration.
- Train and mentor team members on tools, processes, customer service techniques, and procedures.
- Manage and administer help desk ticketing software to track, prioritize, and resolve requests.
- Analyze performance data, monitor service level agreements, identify trends, and improve service delivery.
- Ensure compliance with organizational policies and IT standards.
- Plan, organize, and administer the daily operations of the Help Desk Team.
- Instruct, answer questions, delegate, and review team work to ensure prompt, accurate, and courteous attention to requests.
- Develop, update, recommend improvements to, and coordinate help desk systems and procedures.
- Develop, recommend, and coordinate Help Desk staff training and procedure updates.
- Act as a primary Help Desk liaison to the IT department and initiate appropriate escalation procedures.
- Maintain good rapport with colleagues, staff, and field personnel, and communicate with the manager about 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 programs and laptop loading procedures to support field force and home office staff.
- Perform other duties as assigned.
Benefits
- Paid vacation and holidays
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with company match
- Flexible spending accounts
- Employer-paid long-term disability
- Employer-paid short-term disability
- Voluntary ancillary benefits, such as accident and hospital indemnity
- Life insurance for team members and dependents
- Employee Assistance Program
- Employee Referral Program
- Extensive training opportunities, career advancement, competitive pay, and bonus opportunities
- Professional development, training, and education, including support for NICET and other career-advancing certifications
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What This Job Offers
Job Type
Full-time
Career Level
Manager
