What are the responsibilities and job description for the Help Desk Supervisor position at All Copy Products?
Description
The Service Desk Supervisor role will involve direct supervision, training, and development of the day-today service desk team meeting KPI performance for support of Verticomm IT clients. Direct supervision of the Level 1 through Level 3 support desk engineers for meeting customer SLO/SLA expectations, analyzing, and reporting on the KPI’s metrics. Technical knowledge of various internal systems, becoming a SME with ConnectWise, Ninja RMM, IT Glue and other various systems is required. Technical knowledge of network elements (Firewalls, Switches, Servers, Laptop/desktop, wireless access points) familiarity with Fortinet product is a . This role will also encompass process documentation, conducting training sessions, and optimizing efficiencies in supporting IT clients. Above average Communication skills for both internal and external are required to succeed in this role.
Duties and responsibilities
We offer a salary between $90,000-$120,000 as well as a comprehensive benefits package which includes medical, dental, vision, pto, paid holidays, long and short term disability, as well as a 401k with a company mathc. We offer a state of the art office with underground parking, a rooftp terrace an onsite lounge. We sponser company volunteer events, company social events and team building activities.
#jp2
Position Requirements
About the Organization At ACP our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing and implementing end-to-end solutions scaled to meet client needs.
We were recently awarded INC Magazine's recognition as a top 50 fastest growing companies in Colorado and we're included in INC Magazines list of top 5000 fastest growing company in the US for the 10th year in a row! We have consistently grown double digits since 2000.
Why join our team:
We believe hard work, employee recognition, teamwork and collaboration are key to success for our team and our clients. We believe in giving back and supporting our community and participate in numerous charitable events through our partnerships, client relationships and company sponsored events.
We have a strong philosophy and proven track record of promoting from within and offer numerous career paths including:
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
The Service Desk Supervisor role will involve direct supervision, training, and development of the day-today service desk team meeting KPI performance for support of Verticomm IT clients. Direct supervision of the Level 1 through Level 3 support desk engineers for meeting customer SLO/SLA expectations, analyzing, and reporting on the KPI’s metrics. Technical knowledge of various internal systems, becoming a SME with ConnectWise, Ninja RMM, IT Glue and other various systems is required. Technical knowledge of network elements (Firewalls, Switches, Servers, Laptop/desktop, wireless access points) familiarity with Fortinet product is a . This role will also encompass process documentation, conducting training sessions, and optimizing efficiencies in supporting IT clients. Above average Communication skills for both internal and external are required to succeed in this role.
Duties and responsibilities
- Instruct, Direct, and Assign work to Support Technicians and ensure optimal performance is achieved.
- Service Desk Utilization Analysis Reporting for daily/weekly/monthly/quarterly performance.
- Effectively develop and maintain formal processes and procedures for consistency and increased productivity.
- Effectively improve first call resolution, manage Verticomm community perceptions, and build strong internal relationships
- Build and maintain a qualified Support team through hiring and training.
- Effectively Manage all Service Desk projects to meet timelines, objectives, and budget expectations.
- Ability to effectively translate technical issues for impact and prioritize the urgency achieving optimal outcome.
- Responsible for ongoing development/training of the Service Desk team, including KPI deliverables, SLA/SLO deliverables in alignment with the Business Agreements.
- Responsible for helping create documentation, policies, and procedures supporting the Service Desk Operations.
- Responsible for proactive communication to the organization for any risks, incidents, or problems encountered and plans for remediation upon related discoveries.
- AA degree in information technology, Computer Science, Engineering, or a related field. 2 years relevant work experience in an MSP/ Support desk Supervisor/Manager.
- Demonstrated experience with ticketing systems, preferably ConnectWise, knowledgebase systems like IT Glue, and familiarity with RMM platforms.
- Strong understanding of Support desk organizations and understanding of ITIL service desk operations concepts, specifically service operations.
- Excellent communication skills with the ability to effectively conduct training and presentations.
- Proficiency in creating and maintaining process documentation.
- Ability to work both independently and collaboratively within a team.
- Ability to manage in a rapidly changing environment to meet client expectations.
- Basic understanding ITIL concepts specifically service operations.
- Network and A Certifications, MS-900 or AZ-900 certifications, Windows 10, Windows 11
- Excellent written and oral communication skills for both internal and external communication.
We offer a salary between $90,000-$120,000 as well as a comprehensive benefits package which includes medical, dental, vision, pto, paid holidays, long and short term disability, as well as a 401k with a company mathc. We offer a state of the art office with underground parking, a rooftp terrace an onsite lounge. We sponser company volunteer events, company social events and team building activities.
#jp2
Position Requirements
About the Organization At ACP our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing and implementing end-to-end solutions scaled to meet client needs.
We were recently awarded INC Magazine's recognition as a top 50 fastest growing companies in Colorado and we're included in INC Magazines list of top 5000 fastest growing company in the US for the 10th year in a row! We have consistently grown double digits since 2000.
Why join our team:
We believe hard work, employee recognition, teamwork and collaboration are key to success for our team and our clients. We believe in giving back and supporting our community and participate in numerous charitable events through our partnerships, client relationships and company sponsored events.
We have a strong philosophy and proven track record of promoting from within and offer numerous career paths including:
- Team Lead, Supervisor and Management for our various departments
- Internship to hire, Specialist Sales Roles, Named Account Management, Sales and Branch Management
- Mentorship, Tiered advancement for Help Desk Specialists and Engineers, Project and Management opportunities for our IT division
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Salary : $90,000 - $120,000