Job Summary:
The Helpdesk Supervisor is responsible for overseeing the daily operations of the IT helpdesk team to ensure that end users receive the highest level of support and service. This role involves managing the helpdesk staff, coordinating IT support, troubleshooting, and maintaining IT systems to meet the organization's technology needs.
Key Responsibilities:
1. Team Management:
- Supervise and lead the team, including hiring, training, and evaluating staff performance.
- Schedule shifts and ensure adequate coverage to meet support demands.
- Foster a positive and collaborative team environment.
2. Helpdesk Operations - Oversee the helpdesk ticketing system to ensure timely and effective resolution of user issues.
- Monitor and manage helpdesk metrics and performance indicators.
- Develop and implement standard operating procedures (SOPs).
3. Technical Support:
- Provide technical assistance and guidance to helpdesk staff on complex issues.
- Troubleshoot and resolve escalated IT issues in a timely manner.
- Ensure proper documentation of issues, solutions, and user requests.
4. Customer Service:
- Maintain high levels of customer satisfaction by ensuring the helpdesk provides prompt and accurate support.
- Communicate effectively with end users to understand their needs and provide appropriate solutions.
- Address and resolve user complaints and concerns.
5. Continuous Improvement:
- Identify areas for improvement in helpdesk operations and implement changes to enhance efficiency and effectiveness.
- Stay updated on industry trends and best practices in IT support.
- Conduct regular training sessions for helpdesk staff to improve their 4. **Technical Support: **
- Provide hands-on technical support and guidance to the helpdesk team and customers as needed.
- Assist with complex technical issues and troubleshoot hardware and software problems.
- Coordinate with other IT departments for advanced problem resolution.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3-5 years of experience in an IT support role, with at least 1-2 years in a supervisory or team lead position.
- Strong technical knowledge of computer systems, networks, and common software applications.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage and motivate a team.
- Strong problem-solving and decision-making abilities.
- Experience with helpdesk ticketing systems and IT service management
Job Type: Full-time
Pay: Up to $62,400.00 per year
Benefits:
- Dental insurance
- Health insurance
- Retirement plan
- Vision insurance
Experience level:
Schedule:
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Commute:
- Hicksville, NY (Required)
Ability to Relocate:
- Hicksville, NY: Relocate before starting work (Required)
Work Location: In person