Help Desk Supervisor

Company Name:
Career Transitions, LLC
Career Transitions, LLC is working with a client who is seeking a Help Desk Supervisor. A NYSE company, they are a leading provider of branded consumer products. The client is located approx. 20 minutes SW of Muncie, IN and is looking for qualified candidates within a commutable distance. This is a full-time, direct hire position.
Essential Functions and Responsibilities:
Strategy & Planning
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition & Deployment
Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
Conduct research on emerging products, services, protocols and standards in support of Help desk technology procurement and development efforts.
Ensure appropriate training initiatives for new and existing staff.
Purchasing and deployment tasks.
Operational Management
Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Develop and enforce request handling and escalation policies and procedures.
Track and analyze trends in Help Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides and FAQs for end users.
Oversee the development, implementation and administration of Help desk staff training procedures and policies.
Train, coach and mentor Help Desk Technicians and other junior staff.
Manage the overall desk activities and staff.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Monitor incident trends and anticipate potential problems for proactive resolution.
Requires regular attendance to perform essential element as contained herein between the assigned start and end times for work.
Performs such individual assignments as management may direct.
Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.
College diploma or university degree in the field of computer science and/or five years equivalent work experience.
Certification in ITIL.
Extensive application support experience with Microsoft Office, VPN technologies, Adobe Products.
Extensive knowledge of computer hardware, including desktops, laptops, mobile phones.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems.
Familiarity with the advanced principles of ITIL.
Proven track record of developing and providing SLAs and Help Desk deliverables.
Demonstrated progressive experience in the supervision of a technical support team.
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.

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