IT Help Desk Supervisor

Monster Energy•Corona, CA

2d•$75,750 - $101,000

About The Position

The Help Desk Supervisor will be responsible for providing support for enterprise customers and managing the Help Desk team. This leader embraces and promotes modern workplace and mobile solutions to enable the workforce to perform their roles more effectively from anywhere at any time. This position will provide leadership, mentorship, and supervision of the Help Desk team. Responsible for delivering technical support services and solutions that are timely, effective, and delivered with the highest quality. The Supervisor will need to build credible relationships with the user community and ensure customer expectations are met and exceeded. Requires strong familiarity with Microsoft environments, Windows 10, MS Office Suite, Cireson IT Service and Asset management system and working in enterprise environments with 3,000+ users, must be able to perform quality monitoring, scheduling, training, support analytics, and other departmental duties.

Requirements

5+ Experience in working at a Help Desk
Experience supervising a team of Help Desk analyst
Experience monitoring and managing ticket queues
Experience creating Help Desk performance and analytic reports
5+ years demonstrating working knowledge of end user hardware, operating systems, Microsoft applications
Excellent customer support skills
Excellent written communication: proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation

Nice To Haves

CompTIA A+ and/or ITIL foundation certification preferred

Responsibilities

Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support.
Plan, organize, and direct the work of help desk support staff, schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules.
Document, track, and report on software and hardware issues; enter detailed description of user’s problems; and prioritize requests and label according to established procedures.
Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
Proactively identify process improvement opportunities, including end-user training tools and documentation.
Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.
Ensure service needs and SLOs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up to date.
Create client facing communication to address service outages, system upgrades and general IT informational announcements.
Gather and analyze metrics to benchmark the end user support team workload/performance and identify trends and issues.
Perform related duties as assigned.