IT Help Desk Supervisor - Headquarters

Big R is seeking a proactive and experienced IT Help Desk Supervisor to lead our team of help desk technicians. An ideal candidate will be responsible for ensuring the effective delivery of technical support services, managing a team of IT support staff, and optimizing service desk performance to meet organizational goals. The IT Help Desk Supervisor will oversee all aspects of IT support, from troubleshooting to resolving technical issues, and will work closely with other IT teams to ensure the company’s IT infrastructure operates smoothly.

Key Responsibilities:

• Team Leadership and Management:
  Lead, train, and mentor a team of IT help desk technicians to ensure high-quality customer support and technical issue resolution. Monitor team performance and provide coaching to improve productivity and technical skills.

• Incident and Request Management:
  Oversee the management of service desk tickets, ensuring that issues are logged, tracked, and resolved in a timely and efficient manner. Ensure service level agreements (SLAs) are met and that all incidents are prioritized appropriately.

• Customer Support and Satisfaction:
  Maintain high standards of customer service and support by ensuring that issues are resolved effectively. Handle escalated support cases and act as the point of contact for critical issues that require immediate attention.

• Process and Workflow Optimization:
  Develop, implement, and continuously improve help desk processes and workflows to enhance service efficiency, reduce downtime, and improve overall user experience.

• Knowledge Base Development:
  Oversee the creation and maintenance of internal knowledge bases and FAQs to empower employees and reduce repeated support queries. Ensure the team uses these resources for quick problem resolution.

• Reporting and Analysis:
  Analyze service desk performance data (e.g., ticket volume, resolution times, customer satisfaction) and generate reports to identify trends, areas for improvement, and to make data-driven decisions.

• Collaboration with IT Teams:
  Work closely with the IT Manager and IT Director to coordinate the resolution of complex technical issues. Participate in IT project planning and implementation to ensure support services align with organizational goals.

• Training and Development:
  Ensure that help desk staff are trained on the latest technologies, internal systems, and customer service best practices. Foster a culture of continuous learning.

• User Support:
  Provide direct support to end-users for complex issues or technical escalations. Assist in setting up new employees, training on IT systems, and providing hardware/software support.

Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 4 years of experience in IT support, with at least 2 years in management or supervisory role.
• Strong knowledge of IT systems, software, hardware, and troubleshooting methods.
• Experience with help desk software (e.g. Spiceworks, Screen Connect, Atera)
• Experience with help desk software (e.g. Spiceworks, Screen Connect, Atera)
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent communication skills, both written and verbal.
• Strong customer service orientation with the ability to handle difficult situations.
• Analytical mindset with experience in reporting and identifying trends from service desk data.
• Ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Physical Requirement: capable of pushing, pulling and/or lifting up to 30 pounds without assistance consistently and occasionally up to 50 pounds.