IT Help Desk Supervisor

Toyo Tires

2d•Onsite

About The Position

Toyo Tire Holdings of Americas, Inc is looking to hire an IT Help Desk Supervisor who will be a key member of the IT Department whose efforts will help guide, support and lead the Help Desk team. This role will provide the necessary guidance so that the team can successfully fulfill service inquiries, diagnose and troubleshoot problems, and or escalate issues as needed to ensure timely resolution. The IT Help Desk Supervisor will provide on-site support to end-users and will require excellent communication skills and a customer-oriented approach. The Help Desk Supervisor is a proactive leader overseeing the workload and coordination of a help desk team in a dynamic and around the clock manufacturing environment located in White, Georgia.

Requirements

Proven experience in a help desk and technical supervisory role, preferably in a manufacturing or industrial setting.
Ability to provide hands-on support and lead by example in resolving technical issues.
Good working knowledge of end user technology.
Basic understanding of Servers, TCP/IP, LAN/WAN connectivity.
Familiar with helpdesk ticketing systems and SLAs.
Must be able and willing to work weekends and holidays as needed.
Excellent communication skills, capable of conveying technical concepts in simple, user- friendly terms.
Proficient in managing multiple tasks in a fast-paced environment while maintaining a focus on quality and customer service.
Strong leadership skills with the ability to manage and motivate a team indirectly.
Excellent problem-solving skills and the ability to prioritize effectively under pressure.
Strong communication and interpersonal skills, capable of working effectively with various departments and team members.
Technical proficiency with IT systems relevant to manufacturing environments, including network management and support for industrial automation.
Associates degree in Computer Science, Information Technology, or a related field is required.
At least 3-5 years of experience in IT Support, with a minimum of 2 years in a supervisory or management role.
Demonstrated ability to lead a help desk team, manage workloads effectively, and ensure high levels of customer service and support.

Nice To Haves

Knowledge of ManageEngine Desktop Central a plus.
Basic Print Server connectivity/setup on desktop sessions.
Knowledge of VMWare Carbon Black and Cisco Prime Infrastructure preferred but not required.
Knowledge of SOTI MDM for iPad/iPhone and Handheld Computer/Scanner management.
Knowledge of Ivanti Avalanche for Legacy scanner management.
A Bachelor's degree in these fields is preferred.
10+ years in an IT support role with at least 4 years in supervisor/management role may substitute for the education requirement.

Responsibilities

Provide clear direction to the help desk team, ensuring proper workload distribution and assignment of responsibilities across various shifts.
Partner and collaborate with the IT Senior Manager to provide feedback on the team performance. Recognize outstanding contributions and identify team members who require additional support or training to enhance productivity.
Provide support and guidance to the Help Desk members, including on-the job training efforts.
Monitor team KPIs to ensure high service standards are met consistently.
Take the lead in troubleshooting and resolving issues, setting a high standard of service excellence and hands-on leadership.
Serve as the primary point of contact for escalated issues and coordinate resolutions with cross functional teams.
Build and manage a Help Desk Knowledge Base.
Adjust personal work schedule as necessary to provide leadership on weekends or at critical times, ensuring coverage and operational consistency.
Provide first-line support for plant operations, including assistance with robots, complex machinery, network issues, infrastructure, and applications. Ensure efficient communication and escalation processes are in place to resolve issues swiftly.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Prepare and analyze reports on Help Desk performance and productivity.
Promotes and fosters a culture of collaboration, team environment, advocate for growth and continuous learning.
Helps team members become equipped with the skills and knowledge necessary for their next career steps.
Maintain daily performance of computer systems.
Guide and support customers through problem-solving processes.
Work shut down weeks of Memorial Day and Christmas week for IT system maintenance and updates.
Must have the abilities to install, modify, and repair end user computing hardware and software.
Oversight and full management of hardware devices including inventory, maintenance, and cleaning.
Must have the abilities to run diagnostic programs to help resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.