IT Help Desk Specialist

Job Description

The IT Help Desk Specialist is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction.

Responsibilities

• Supervise, lead, motivate, and manage the helpdesk team to ensure efficient service delivery.
• Provide development opportunities for team members, helping them to improve their skills and advance their careers.
• Implement best practices to enhance efficiency and service quality, including the development and implementation of standard operating procedures (SOPs) to streamline troubleshooting, support, and issue resolution processes.
• Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner.
• Oversee the resolution of technical issues for end-users, ensuring issues are prioritized and resolved based on severity.
• Serve as the escalation point for complex or unresolved issues that require expert intervention and assist with daily user requests as needed to support timely responses.
• Manage the tracking and documentation of all support requests using a ticketing system.
• Track team performance through metrics such as response time, resolution time, and customer satisfaction.
• Prepare regular reports for upper management on helpdesk activities, trends, and performance outcomes.
• Identify opportunities for improvement based on performance metrics, user feedback, and recurring technical issues.
• Serve as a liaison between end-users and the IT department, ensuring clear and effective communication regarding IT issues and resolutions.
• Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction.
• Ensure that IT support staff stays current with new technologies and systems being used within the organization.
• Continuously assess and improve helpdesk processes to enhance efficiency and service quality.
• Recommend tools, technologies, and strategies to improve the overall support experience.
• Set and track department goals and objectives in alignment with company goals and identify areas for cost reduction.

Essential Skills

• Proficient with Windows, Mac OS, cloud services, and common enterprise applications support in a networked environment.
• Ability to prioritize based on business impact, work in a fast-paced environment, and meet deadlines.
• Experience with remote support tools and technologies.
• Experience managing an ITIL-compliant ticketing system for on-site and remote users.
• 6 years of experience in a helpdesk/IT support role.

Additional Skills & Qualifications

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to develop and implement standard operating procedures (SOPs).
• Experience with tracking team performance through metrics.
• Ability to prepare and present reports to upper management.

Work Environment

The role involves working in a dynamic, fast-paced environment where prioritizing tasks and meeting deadlines is crucial. The specialist will utilize remote support tools and technologies and manage an ITIL-compliant ticketing system. Regular interaction with end-users and other IT staff is required to ensure effective communication and resolution of IT issues. Continuous learning and staying updated with new technologies are essential for success in this role.

Pay and Benefits

The pay range for this position is $66560.00 - $110000.00

The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction.

Workplace Type

This is a fully onsite position in Camarillo,CA.

Application Deadline

This position will be accepting applications until Jan 21, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent
• Maintaining an inclusive environment through persistent self-reflection
• Building a culture of care, engagement, and recognition with clear outcomes
• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

Salary : $66,560 - $110,000