What are the responsibilities and job description for the Executive IT Support Supervisor position at Ashley Ellis, Inc?
Job Title: Executive IT Support Supervisor
Work Location: Dallas, TX (onsite)
Duration: Full Time
Education/Experience Required: At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
Job Description & Responsibilities:
Paladin Consulting is an EEOC employer.
Work Location: Dallas, TX (onsite)
Duration: Full Time
Education/Experience Required: At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
Job Description & Responsibilities:
- Supervise, train, and mentor the help desk staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
- Monitor and manage the help desk tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
- Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
- Establish and maintain service level agreements, policies, and procedures for the help desk operations, ensuring that they are aligned with the organizational goals and standards.
- Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
- Prepare and analyze reports on the help desk activities, metrics, and trends, identifying areas of improvement and recommending solutions.
- Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
- Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
- Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
- Manage operational tasks and processes assigned to the help desk team.
- Strong knowledge of IT systems, applications, hardware, software, and networks.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
- Ability to lead, motivate, and coach a team of diverse and talented individuals.
- Ability to team members and leadership, implementing great support processes, procedures, and documentation.
- Ability to analyze data, identify problems, and propose solutions.
- Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
- Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).
- Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.
- An associate degree or bachelor's degree in computer science or a related technology background is strongly preferred.
- At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
- High School Diploma
- Industry-standard IT certifications (A , Microsoft Office, MCP) a plus
Paladin Consulting is an EEOC employer.
