Help Desk Supervisor

Help Desk Supervisor

Vacancy expired!

Help Desk Supervisors needed ASAP in Tampa, FL for contract to hire positions!

Work Hours: 8:00am – 5:00 pm
Currently the position is remote, but once the company returns to the office, will be required to be onsite 2-3 days per week so local candidates only.

Job Summary:
The Help Desk Supervisor provides daily oversight and direction to a team of Help Desk Technicians responsible for first tier customer support. The Supervisor is expected to assist with the onboarding of new clients supported by the Help Desk team as well as participate directly with clients in matters related to customer satisfaction escalations and reoccurring reporting needs.

Key Responsibilities:

• Day to day management responsibilities of support technicians, including scheduling, coaching and performance management.
• Daily technical support of Help Desk technicians with Tier I service issues and escalations.
• Reporting and metrics gathering, identifying key metrics related to individual help desk technician performance and client satisfaction.
• Participate, as needed, in resolving client technical issues via phone or e-mail.
• Work with HD Director in identifying strategic department direction.

Management Responsibilities/Skills:

• Maintain a culture of excellence within customer-facing Help Desk team, ensuring customer satisfaction and Key Process Indicator (KPI) attainment while maintaining high team morale.
• Train and mentor Help Desk staff to ensure the team is properly trained and capable of high level FCR centric performance.
• Establish a Training & Development Plan for each member of the Help Desk team including technical skills, soft skills, Help Desk procedures and GreenPages procedures.
• Provide coaching to team members to ensure growth of each Help Desk Tech including cultural fit, adherence to procedures, technical skills and soft skills.
• Leverage Performance Improvement Process as necessary to ensure every team member meets team standards.
• Assist with technical knowledge documentation focused on increasing the skills and capabilities of the Help Desk.
• Cascade new departmental processes, tools and procedures as necessary to meet operational and customer satisfaction goals.
• Enforce and Monitor KPI's for Help Desk team.
• Assemble reports and assist in the interpretation of KPI results for continuous improvement, and the delivery of these metrics to clients.
• Track daily coverage schedules to ensure adequate staffing across all required shifts.
• Act as escalation point for critical customer issues as needed.
• Act as Technical Account Manager for key Help Desk accounts.

Technical Skills:
Must have strong knowledge of and demonstrated proficiency in the following:

• OS and application support:
  • Windows 7 - 10, with Mac OS X preferred
  • MS Office applications (Outlook, Word, Excel, PowerPoint, etc.)
  • O365 Technical Support
  • Knowledge of virtual applications is preferred (VMware, Citrix, etc.)
  • Knowledge of other applications a plus (Adobe, Java, Goldmine, etc.)
• Basic network support:
  • Understanding of a domain/corporate IT environment including PC/Laptop setup.
  • Basic knowledge of network technologies (LAN, WAN, wireless).
  • VPN clients (Cisco, SonicWall, Fortinet, etc).
• Hardware support:
  • Troubleshoot issues with laptops, desktop, and thin client computers.
  • Troubleshoot printer issues (setup, configure, and network).
  • Other peripherals and USB devices.
• Mobile Device Support:
  • Setup and troubleshoot issues with iPhone, Android, Blackberry, Windows Mobile devices.
  • Install and troubleshoot broadband wireless devices and software

Job Requirements:

• 3-5 years of Help Desk support experience in a remote support environment.
• 1-2 years in a supervisory/managerial role in a Help Desk environment.
• Help Desk experience supporting external customers (e.g. Managed Service Provider) is strongly preferred.
• Outstanding customer-facing skills, including ability to effectively handle sensitive, high-profile customer escalations.
• Strong leadership skills, including ability to build team cohesiveness and maintain an upbeat team environment
• Very strong troubleshooting skills, including proven ability to train others on troubleshooting techniques.
• Ability to work in a fast paced environment with multiple priorities and projects.
• Technical certifications preferred (MCP, A+, Network+).
• Strong, team-oriented work ethic.
• Excellent verbal and written skills.
• Knowledge of ITIL or other industry-standard approaches to Service Delivery is a plus.
• College degree in Information Technology or work experience equivalent is preferred.