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Job Description
- Supervise service desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
- Plan, organize, and direct the work of help desk support staff, including Help Desk Specialists; 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 malfunctions; enter a detailed description of user’s problems in an assigned database, 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 the 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.
- Perform related duties as assigned.
Job Requirements
- Associates technical degree with 3+ years of experience
- Demonstrated progressive experience in the supervision of a technical support team.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.