Service Desk Supervisor

Oneblood • Oakland Park, FL

254d

About The Position

Oversees the Helpdesk support staff to ensure that end users are receiving the appropriate assistance. Manages all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Service Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. *Only current, active IT employees in the South Florida area will be considered*

Requirements

• Associates degree in Information Systems, Business, or related field from an accredited college or university
• Two (2) or more years of customer service-related experience or an equivalent combination of education, certification, training, and/or experience
• Knowledge of basic computer hardware, including printers, smartphones, and various peripherals
• Knowledge in Windows operating systems, terminal services, print servers and remote control software
• Ability to clearly communicate with end users and technicians and present ideas in user-friendly language
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Ability to apply technical PC skills for testing, troubleshooting, call logging, software installation and computer repair
• Skill in Microsoft Office applications
• Ability to travel 20% of the time

Responsibilities

• Supervises the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
• Trains helpdesk staff on operational procedures and troubleshooting techniques; providing training on new hardware and/or software applications as requested
• Provides customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues
• Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces service level agreements to manage end-user expectations
• Provides identification, prioritization, documentation, and resolution of problems using service management system, monitor alerts and notifications, and respond accordingly through service tickets
• Meets metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Associate degree