What are the responsibilities and job description for the Helpdesk Supervisor position at Ayres?
Finding the right fit:
Ayres is looking for a driven Helpdesk Supervisor to manage the IT Helpdesk team, providing technical and administrative support to users. In this role, you will coordinate or assist in resolving hardware and software issues, ensure compliance with Service Level Agreements (SLAs), and coordinate the procurement and distribution of PCs, software, and associated accessories. You will also assist the Systems Administration team with projects and the Director of Information Technology with planning, budgeting, and software renewals while monitoring staff performance and recommending employment actions when necessary.
On a given day, you’ll:
- Oversee the IT Helpdesk Team through supervision of day-to-day operations, providing technical direction and professional growth opportunities to the team.
- Resolve hardware and software issues by delegating incidents and problems to Helpdesk Team and ensure that all reported issues are resolved within SLA.
- Ensure that incidents are routed and prioritized correctly, technical directions are provided, and administrative and technical support is provided to the team.
- Coordinate IT activities related to the procurement, setup, and distribution of PCs, peripherals, and software.
- Support IT planning and budgeting regarding software renewals.
- Collaborate with the System Administration team and Director of Information Technology on projects or problem/incident resolution as necessary.
- Ensure the escalation and report on incident trends and SLA adherence to the Director of Information Technology to create publicly available KPIs for the organization.
- Stay knowledgeable in the rapidly advancing field of computer technology, which contributes to wise decisions for system improvements, upgrades, or replacements.
Required Qualifications:
- At least three years of supervisory experience.
- Demonstrated aptitude for management, decision-making, and interpersonal skills.
- A strong background in IT foundational technologies like Active Directory, Office 365 (Defender, Teams, Entra, Intune…), Distributed File Systems, and other cloud services is required.
- Ability to lift, push, pull, reach, bend, twist when handling equipment of moderate weight, with occasional team lift of objects 50 pound or greater.
Desired Qualifications:
- An associate's degree in information technology, Computer Science, or a related field is recommended.
- Professional certifications in IT service management, such as ITIL (Information Technology Infrastructure Library) or CompTIA A , can be highly beneficial.
- Experience in the AEC software (Autodesk, Bentley, Trimble…) and industry will be considered an advantage, as it provides a better understanding of this sector's specific needs and challenges.
- Experience dealing with vendor warranty and procurement is strongly desired.
Benefits of being part of the Ayres team:
- Health, dental, and vision Insurance.
- Short and long-term disability and life insurance.
- Employee stock ownership plan (ESOP) and 401K with company match.
- PTO upon hire, paid holidays including two floating holidays, and a flexible work schedule.
- Professional development opportunities.
Please note, benefits vary depending on job status. To learn more about our great benefits, visit our website at https://www.ayresassociates.com/careers/the-ayres-advantage/
Affirmative Action/Equal Opportunity Employer: Minorities, Women, Veterans, People with Disabilities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
