What are the responsibilities and job description for the Help Desk Supervisor position at BLACKBERRY FARM?
Job Details
Description and Quaifcations
The Help Desk Supervisor’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to
problem resolution by giving in-person, hands-on support to end users at the desktop level.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Supervises and manages the help desk support provided to end-users.
- Respond and resolve to escalated and high-priority calls for support.
- Set specific customer service KPIs.
- Set specific customer service standards.
- Evaluate staff performance.
- Follow up with customers to identify areas of improvement.
- Triage and dispatch help desk tickets within the help desk ticketing system.
- Assist with the day-to-day operation of the computer systems and network including hardware and software support.
- Assist with maintaining the corporate network (Includes implementation of new equipment in addition to the maintenance and troubleshooting of existing systems).
- Assist with maintaining the telecommunications systems. Includes installing new phones, equipment, and cabling, voicemail maintenance and general troubleshooting.
- Oversee and maintain user workstations including IP phones, laptops, desktops, monitors, and printers.
- Assist in managing the company’s wireless systems. Including the addition of new access points and general troubleshooting.
- Assist in maintaining and improving network performance through ongoing network monitoring and analysis, performance tuning; troubleshooting network problems; escalating problems to vendors as needed.
- Secures network by monitoring network access and performance; maintaining documentation.
- Prepares users by designing and conducting training programs; providing reference documents and support.
- Administrative tasks for IT department to include but not limited to maintaining checklists, updating documentation, and other tasks.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Protects organizational value by protection of confidential information.
- Accomplishes organizational goals by participating in large projects, addressing guest-facing IT issues promptly, and exploring opportunities to add value to the organization through departmental accomplishments.
- Follow directions of the supervisor or any member of management.
Must comply with all company policies and procedures.
To perform the essential functions of this position, regular and predictable attendance is required.
Must be able to work well with other Team Members, Managers and interact with our guests.
SUPERVISORY RESPONSIBILITIES
- Help Desk Team
EDUCATION and/or EXPERIENCE
- Associate’s Degree in Information Technology is preferred but not required
COMPUTER SKILLS
- Windows desktop
- Windows server OS is desirable
- Active Directory is desirable
- Microsoft Exchange / Office 365 is desirable
- Mitel phone systems are desirable
- Micros point of sale systems is desirable
- Opera property management system is desirable
- Experience with A/V systems is desirable
LANGUAGE SKILLS
- Must be able to communicate effectively with guests, managers, and team members
- Excellent communication and writing skills and a professional appearance are required
MATHEMATICAL SKILLS
- Basic knowledge and understanding of math and Excel
REASONING ABILITY
- Must be able to exercise judgment and make decisions based on job knowledge and awareness of company goals
- Must be able to apply logical thinking to a wide range of intellectual or practical problems
PHYSICAL DEMANDS
- Must be able to stand or sit for long periods of time
- Must be able to safely operate a company vehicle or golf cart
- Must be able to work in all weather conditions
WORK ENVIRONMENT
- General Office
- 4,200 acres of Blackberry Farm property
- 5,200 acres of Blackberry Mountain property
About Blackberry
Blackberry Farm and Blackberry Mountain, Relais & Châteaux properties located in the Great Smoky Mountains, continue the traditions of unparalleled hospitality and luxury that have always been the hallmark of the Blackberry brand. Combining land conservation, modern-day luxuries, and captivating natural setting, the two resorts create vacation experiences unlike any other. Activities abound at Blackberry Farm and Blackberry Mountain offering the opportunity for every guest to create an ideal experience to enjoy the properties and the region, whether they’re seeking the thrill of adventure, the relaxation of a spa immersion, or quality time around the table enjoying celebrated cuisine.
A career at Blackberry means being surrounded by a welcoming and supportive team who strive each day toward common goals: legendary hospitality, memorable experiences and generational sustainability.
From ensuring our guests have a memorable stay to providing renowned cuisine, Blackberry provides career-defining opportunities, a comprehensive benefits program, and the tools to explore and grow your career. Some of our benefits include travel perks and property benefits, tuition reimbursement, paid time off with additional paid holidays, health insurance and flexible spending accounts, 401k match with profit share and training and education.
Blackberry is an Equal Opportunity Employer.
