Helpdesk Supervisor

Ingles Markets, Inc.•Black Mountain, NC

6d•Onsite

About The Position

The Helpdesk Supervisor is responsible for the day-to-day supervision of all Helpdesk and deskside support functions. This is an on-site role and candidates must be able to commute to the corporate office in Black Mountain, NC.

Requirements

Associate degree or experience commensurate with education.
2+ years of IT experience and 2+ years IT leadership experience.
Intermediate to Advanced computer skills.
Intermediate to Advanced computer software experience.
Ability to communicate with technical and non-technical people of various levels.

Nice To Haves

ITIL or HDI Certification is a plus.

Responsibilities

Daily supervision, coaching and mentoring of Helpdesk associates.
Scheduling of Helpdesk staff to maintain adequate support coverage.
Assisting Helpdesk personnel with incident/case resolution.
Ensuring personnel (new and existing) receive proper training on product and process support.
Meeting regularly with tier 1/2 agents, setting and maintaining professional development plans.
Troubleshoot and resolve incidents/cases of varying difficulty that have been escalated from tier 1/2 agents.
Score Helpdesk personnel monthly for call and ticket accuracy.
Answer incoming Helpdesk calls, as needed, to support incoming call volume.
Document all calls received via ITSM/CSM platform.
Document incident/case solutions in the knowledge management system.
Follow-up with end-users to ensure that incidents/cases have been resolved satisfactorily.
Suggest process improvement for Helpdesk.
Perform monthly user audits for store systems.