Supervisor - Helpdesk

SKYGEN•Menomonee Falls, WI

11d•Hybrid

About The Position

This role is a hybrid position, requiring four days onsite in Menomonee Falls and one remote day per week. Regular onsite leadership and team presence are critical. The position involves hands-on supervisory responsibility, leading a team of six direct reports while actively participating in frontline support. The supervisor will have end-to-end ownership of daily Helpdesk operations, including providing technical support, managing escalations, and participating in the after-hours on-call rotation.

Requirements

Associate or bachelor’s degree in information technology and/or Helpdesk Support or equivalent technical experience
1+ Years of experience in a leadership role (leading others, leading projects etc.)
3+ years of prior experience in a helpdesk/technical support type of role
Proficiency with Microsoft Active Directory
Knowledge of or some experience with Intune
Proficient with Windows Operating Systems
Proficient with Microsoft Office & SharePoint applications
Proficient with a Help Desk ticketing system
Proficient with supporting employees and employee systems in a medium size organization
Strong analytical and technical troubleshooting skills
Strong organizational skills
Strong written and verbal communication skills
Ability to successfully lead and motivate teams

Nice To Haves

Associate or bachelor’s Degree in a related field.
Previous experience managing a Helpdesk team responsible for supporting multiple organizational departments located in multiple facilities including telecommuter/Work from Home employees.
Knowledge of Windows desktop operating systems
Knowledge of common ITIL service framework
Experience with Service Desk Plus
Experience administering, configuring and using Helpdesk ticketing systems
Experience supporting employees using a VoIP phone system
Experience with Nice Incontact and Ring Central
Basic understanding of networking (VLANS, Routing, Switching, PoE, Internet Circuits, WAN data circuits)

Responsibilities

Supervise, lead and coach Help Desk staff.
Evaluate and revise help desk processes to improve workflows and service levels.
Monitor helpdesk ticketing system data to ensure expected service levels are maintained.
Ensure documentation and knowledge base data is kept up to date and procedures are followed by Helpdesk team members.
Act as the escalation resource for help desk and business personnel, assisting with complex problem resolution.
Facilitate communication with appropriate internal and external parties as needed.
Maintain HITRUST requirements for endpoints containing protected data (workstations & laptops) inventory.
Review HITRUST reports showing software installed on employee machines to identify concerns, including software that needs to be updated/patched.
Work in conjunction with Human Resources to interview and hire staff.
Develop, and motivate staff, addressing personnel actions including employment, termination, performance reviews, salary reviews, disciplinary actions, training and development plans.
Work effectively and collaboratively with business resources to ensure seamless support for all users.
Work closely with the Director of IT to collaborate on cross-functional projects.
Foster an environment of continuous improvement and excellence.