Help Desk Supervisor
This position is responsible for supervising, planning, and directing the day-to-day operations of the IT helpdesk ensuring that the Technical Support Specialist team delivers exceptional customer service within service level expectations.
This position serves as lead to a team of Technical Support Specialists. May function on behalf of the Director of Information Technology.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Plan, organize, and direct the work of help desk support staff, including Technical Support Specialists ensuring timely and professional delivery of technical support.
Evaluate and document performance, review staff work for accuracy and timely completion of assigned duties, recommend corrective action or recognition when appropriate.
Manage daily operations of the IT Help Desk by ensuring consistent staffing coverage, setting priorities and ensuring that ticketing processes are efficient and effective.
Prepare and maintain reports and key performance indicators to monitor the health and effectiveness of the IT helpdesk and provide recommendations for areas of service or technology improvements.
Resolve customer complaints ensuring that exceptional customer service is provided and opportunities for process and policy improvement are identified.
Maintain IT process and procedure documentation and engage IT personnel to identify gaps in documentation and coordinate the development of documentation content
Provide training and mentoring to other team members in their area of responsibilities and expertise.
Act as a technical escalation point for the help desk team.
Proactively identify process improvement opportunities, including end-user training tools and documentation.
Serve as the expert resource for CPFR’s issues and requests for information technology services and support.
Provide updates, status and completion information to manager and/or users, via voicemail, email or in-person communications.
Assist in research and procurement of computer accessories and supplies.
Establishes and maintains effective professional working relationships with co-workers and every level of management.