Supervisor, Help Desk

Caliber Collision

1d

About The Position

As a Supervisor for Protech Help Desk, your key responsibility will be to oversee the seamless functioning of the information technology operations within the Help Desk department. By ensuring consistent high-quality service and surpassing service level expectations, you will play a pivotal role in our commitment to technological excellence. Protech Automotive Solutions, has been in business for over 20 years handling multiple types of repairs, from hands on mechanical repair and replacement of suspension, drive modules and frames, to diagnostic opportunities that require advanced knowledge of complicated computerized vehicle control systems. We also handle soft touch repair and replacement of delicate vehicle interior trim components. At Protech, we enjoy a fast paced work environment with challenging advanced skill development. We supply our team with the latest computerized diagnostic equipment, factory diagnostic and programming software components and tools. At Protech we take what we do seriously, but provide a family atmosphere and have a good time. Consider joining our team as we work through some of the most ground breaking technology in automotive history.

Requirements

• Minimum of 3-5 years of experience in a help desk or IT support role.
• At least 2 years of experience in a supervisory or team lead position.
• Familiarity with diagnostic scan tools and business application support.
• Experience in working with vendor organizations for network, software application, and PC repair.
• Proven track record in training and upskilling team members.

Nice To Haves

• An undergraduate degree in Information Technology, Computer Science, or a related field preferred.
• Relevant certifications like CompTIA A+, CompTIA Network+, or ITIL Foundation are a plus.

Responsibilities

• Supervise and ensure timely and efficient resolution of service requests in alignment with organizational standards.
• Monitor and analyze service level metrics, providing direction and improvement strategies.
• Provide support for internal business applications.
• Diagnose and rectify opportunities with diagnostic scan tools.
• Aid domain users with password resets and two-factor authentication processes.
• Manage user accounts, including setup and password assistance.
• Spearhead the implementation of training and help desk software to bolster service efficiency.
• Create, oversee, and update installation and maintenance documentation.
• Liaise with vendor partners to address and resolve opportunities related to network, software, PC repair, and customer service.
• Stay updated with OEM tool developments for better support.
• Offer customer and product repair services for both PC software and hardware.
• Exemplify leadership qualities, nurturing team development, and motivating members towards success.
• Undertake other responsibilities and projects as assigned.

Benefits

• Mobile technicians are provided with a company vehicle, cell phone, and laptop, while all employees receive 401K and health care packages that rival some of the largest automotive related companies in the US.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level