What are the responsibilities and job description for the Help Desk Supervisor position at Adna Technologies?
Founded in 2003, Adna Technologies offers Managed IT Services, connectivity, and consulting for the mid-Michigan area and beyond—basically, we help businesses stay connected in every possible sense.
So, What does a Help Desk Supervisor Do?
Our business is growing rapidly, and we are seeking the right candidate to enhance our Service Delivery team. The Help Desk Supervisor is responsible for managing the day to day workflow of the Help Desk. They will be primarily responsible for ensuring that tickets are being handled efficiently, escalations are addressed, and internal peer training is completed. This position requires a person who is highly organized, detail oriented, time efficient, able to manage internal and external communication, excellent spoken and written communication skills in English, and a lead-by-example mentality.
Duties and Responsibilities:
- Coach and Mentor Help Desk Technicians
- Manage the service boards and ensure efficient ticket flow
- Ensure swift action on any outages or 'at-risk' tickets seen on monitoring tools and the SLA Boards
- Drive problem investigation and resolution
- Identify, recommend and implement procedures for process improvement
- Manage the full HR lifecycle for the team (hiring, training, reviewing, terminations, etc.)
- Stay current with tools updates, as well as industry changes and updates
- Assist in handoff of new customers to the helpdesk
- Update the tech training guide to stay current with tools and products
- Recognize ongoing/repeat issues & create service templates for efficient, standardized resolution
- Owning the ticket lifecycle to customer satisfaction
- Management of the dispatch schedule
- Work with the operations lead to oversee the triage and customer service teams
Competencies
- Provide first class service in a proactive manner for our customers’ IT, voice, and data needs.
- Diagnosis skills of technical issues
- Ability to positively mentor, coach and lead by example
- Conduct oneself with proper business ethics; treat others with respect and keep commitments
- Respond promptly and professionally with prospects, customers and fellow team members
- Write clearly, informatively, and completely on all tickets and customer communications
- Speak clearly and persuasively. Listen and probe openly and patiently and get clarification
- Ability problem solve IT related issues and handle difficult situations without pause
- Ability to follow directions and work independently
- Have a high level of integrity and morale
Knowledge, Skills, and/or Abilities Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 3 years working on a professional help desk team with at least 1 year of supervision
- Professional IT Certifications a plus, but not required
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Familiarity with of LAN/WAN configurations and topologies, networking equipment and TCP/IP
- Proficient with MAC OS
- Proficient use of Microsoft Windows and Microsoft Office Suites
- Service awareness of all organization’s key IT services for which support is being provided
- Technical awareness: ability to match resources to technical issues appropriately
- Ability to prioritize and effectively manage multiple tasks simultaneously
- Strong attention to detail
- Ability to work alone with minimal supervision as well as in a dynamic team environment
- Self-motivated with the ability to work in a fast moving, sometimes high stress environment
- Leadership skills with a sense of responsibility towards mentoring peers
- Ability to work in a team environment and communicate effectively
Compensation Package:
- Training and support
- Medical, with premium for individual employee paid entirely by the company
- Paid holidays and vacation
- 401K/401K Roth with 3% safe harbor
- Quarterly Profit-Sharing
- Travel reimbursement
Position is Full-time In-Office, reporting to our Lansing, MI Office