Help Desk Supervisor
About The Position
Summary of Job Function The Rollout Helpdesk Shift Supervisor role is responsible for managing the operation of the team on their respective shift. This role is crucial to ensuring customer requirements are met in terms of communication, priorities, escalations and resolving incidents and requests. The Rollout Helpdesk Shift Supervisor provides leadership and support to the Rollout Helpdesk team and will drive a culture of continual process improvement within the team under the guidance of the Rollout Helpdesk Manager. Roles and Responsibilities Operational Management: Experience in managing day-to-day operations, shift schedule documents, and ensuring policy adherence. Technical Expertise: Strong understanding of the technical aspects of the helpdesk operations to provide guidance and support to the team. The shift supervisor will be expected to be "hands on" and have all necessary access (ie: vendor access, VDI, token, etc.) to assist the team. Have a clear understanding of how to use any tools used by the team to complete their work. Team Leadership: Ability to lead by example, motivate the team, and manage performance effectively with oversight and guidance from the Helpdesk Manager. Be actively engaged with the team. Provide direction and feedback to team during a shift. Assist the Helpdesk Manager with the training needs of the team.
Requirements
- Service desk
- Troubleshooting
- management skills
- time management
- conflict resolution skills
- Help desk
- Ticketing system
- Supervisory skills
- Customer service
- Help desk support
- Conflict Resolution
- Time Management
- Communication
- Organizational Management
Responsibilities
- managing day-to-day operations
- shift schedule documents
- ensuring policy adherence
- provide guidance and support to the team
- lead by example
- motivate the team
- manage performance effectively
- Provide direction and feedback to team during a shift
- Assist the Helpdesk Manager with the training needs of the team
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
