Helpdesk Supervisor

Summit Fire And Security•Mendota Heights, MN

58d

About The Position

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. 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. Other duties may be assigned.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field required or equivalent work experience.
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.
Must have the ability to effectively read, write, and communicate in English with employees and customers.
Proficiency in accounting software and ERP systems, Microsoft Office .
Valid driver's license with acceptable driving record required.
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.

Nice To Haves

ITIL Certification preferred.

Responsibilities

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.