What are the responsibilities and job description for the Future Opening: IT Help Desk Supervisor position at B&L PC SOLUTIONS INC?
About Us:
B&L PC is a leading Managed Service Provider (MSP) known for providing comprehensive IT solutions to businesses of all sizes. With a diverse client base spanning various industries, we are committed to delivering top-notch IT support and innovative technology solutions.
Job Overview:
We are seeking an experienced and dynamic Help Desk Supervisor to lead our busy Help Desk team. This role is crucial in ensuring timely and effective support for our clients. The ideal candidate will not only oversee daily operations but will also take a hands-on approach in handling triage of critical incidents.
Supervisory Responsibilities:
Lead and mentor a team of Help Desk technicians, providing guidance and support in day-to-day operations.
Manage team schedules and ensure appropriate coverage during business hours.
Conduct regular performance evaluations and provide constructive feedback to team members.
Coordinate training and professional development opportunities for the team.
Triage and Escalation:
Serve as the point of contact for critical incidents and high-priority tickets, ensuring timely resolution.
Assess and prioritize incoming support requests, assigning them to the appropriate resources for resolution.
Monitor ticket queues and ensure SLA adherence for incident response and resolution.
Collaborate with Level 2 and Level 3 technicians for escalations and complex issue resolution.
Client Communication:
Maintain clear and timely communication with clients regarding incident status and resolution updates.
Act as a liaison between the Help Desk team and clients, ensuring exceptional service delivery.
Process Improvement:
Identify opportunities for process improvement and efficiency gains within the Help Desk operations.
Develop and implement best practices and standard operating procedures.
Qualifications:
Minimum of 3 years of experience in IT support, with at least 3 years in an MSP environment.
Proven experience in a supervisory or team lead role, with demonstrated leadership skills.
Strong technical proficiency in Windows and macOS operating systems, networking concepts, and troubleshooting.
Excellent knowledge of ITIL framework and incident management best practices.
Familiarity with remote support tools and ticketing systems.
Soft Skills:
Exceptional leadership, communication, and interpersonal skills.
Ability to remain calm under pressure and make critical decisions in high-stress situations.
Strong problem-solving abilities and attention to detail.
Customer-focused mindset with a commitment to client satisfaction.
Benefits:
Competitive salary with performance-based bonuses.
Health insurance offered.
Retirement savings plan with employer matching.
Professional development and training opportunities.
