Posted Dec 06, 2021 8 views
The IT Helpdesk Supervisor is responsible for leading a team of 15-20 IT Helpdesk Reps initially transforming in 50 Reps by the end of 2022. The Supervisor is responsible for managing the team to high levels of efficiency and quality, while maintaining a positive work environment.
Role and Responsibilities
- Collaborate with peer IT teams and help to continuously improve end user productivity
- Analyze incoming tickets, oversee team queues, and ensure service is meeting internal SLAs
- Responsible for ensuring that users are provided efficient and SLA-based support on a 24/7 basis
- Develop, measure, and report KPIs to ensure the team is operating at a high level and meeting or exceeding goals
- Manage the support all desktop hardware (computers, monitors, printers, scanners, etc), mobile technology (laptops, phones, tablets, device enrollment in MDM), and end user software.
- Research and drive technologies to continuously improve helpdesk service
- Continually seek opportunities to increase customer satisfaction and strengthen client relationships at all levels of the organization
- Interface with Sr. Management on business requirements/goals and translate them into technical specifications with solution proposals
- Plan and establish priorities and manage resource allocation
- Act as escalation point for complex and urgent issues
- Lead content development and curation of the IT knowledge base
- Administer Microsoft Office365, Office 365, OneDrive, SharePoint, File Sharing, MDM, etc
- Experience overseeing the helpdesk operations for a professional organization
- Experience managing a budget, include forecasting and tracking expenses
- Experience formally supervising staff, including ability to lead effectively through coaching and development
- Experience overseeing user account provisioning
- Experience in gathering, analyzing, and reporting on performance data
- Demonstrated ability to establish and monitor customer service standards
- Performs other duties as assigned
Skills and Qualifications
- BS degree in CS, IT
- 2+ years of Supervisory experience with 7 years of IT helpdesk experience in total
- Excellent Customer Service skills and a demonstrated success exceeding customer expectations
- Solid understanding of IT enterprise technologies, including server and desktop hardware/operating systems
- Strong communication (verbal and written) and customer handling skills
- Proven track record of developing and providing SLAs and Service Desk deliverables
- Ability to work in a fast-paced environment
- Strong detail orientating and time management skills
**All individual’s starting employment with Digital Prima must submit proof of being fully vaccinated, prior to their first day of employment.
Skills
Job Details
Prima Systems
Prima Systems enables its clients over the whole Enterprise Technology to stack with separated industry arrangements. We modernize Business Process Outsourcing and make everything secure, adaptable and coordinated across open, private and half mists. Partnership is at our core. Our client relationships are about more than just the work we do, they are a huge part of who we are. At BPO Bench, we consider the success of our clients as a barometer of how successful we are. The Enterprise Technology Stack incorporates IT Outsourcing, Cloud and Security, Applications, Analytics and Engineering. We join long periods of experience running crucial frameworks with the most recent advanced developments to convey better business results and new degrees of execution, intensity and encounters for our clients and their partners. Prima Systems puts resources into three key drivers of development: People, Customers and Operational Execution. Our broad network helps drive coordinated effort and influence innovation freedom.
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