What are the responsibilities and job description for the IT Helpdesk Supervisor position at AppleOne?
About the Role :
We are seeking a dynamic and experienced IT Helpdesk Supervisor to lead our helpdesk team in delivering top-notch IT support across the organization. This role is perfect for a hands-on leader who thrives in a fast-paced environment, possesses advanced technical expertise, and is dedicated to enhancing user satisfaction through exceptional IT support services.
Key Responsibilities :
Oversee the daily operations of the IT helpdesk, ensuring efficient and effective support delivery.
Manage and mentor the helpdesk team, fostering a culture of continuous improvement and customer service excellence.
Provide advanced troubleshooting support for specialized software, hardware, and Office365 administration.
Implement and manage remote support tools and technologies for seamless user assistance.
Develop and maintain processes to improve ticket resolution times and user satisfaction.
Collaborate with IT leadership to manage budgeting and resource allocation for the helpdesk team.
Utilize Customer Relationship Management (CRM) systems to enhance user interactions and track support metrics.
Stay updated on emerging technologies and recommend upgrades or improvements to existing systems.
Qualifications and Experience :
Minimum of 3 years in a supervisory or management role.
At least 6 years of experience in a helpdesk / IT support role.
Proven expertise in Office365 tenant administration and end-user support (minimum 3 years).
Familiarity with CRM systems and their application in IT support.
Strong understanding of remote support tools and their practical application.
Advanced troubleshooting skills in specialized software or hardware.
Knowledge of budgeting and resource allocation within IT departments.
Key Competencies :
Strong leadership and team management skills.
Excellent problem-solving and decision-making abilities.
Effective communication and interpersonal skills, with a customer-focused mindset.
Ability to prioritize and manage multiple tasks in a high-pressure environment.
EEO / AA Employer / Vet / Disabled.
The Know Your Rights poster is available here :
The pay transparency policy is available here :
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants : Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
Would you be interested, if so, please email me your resume to dvdedios@appleone.com
Salary : $80,000 - $95,000
