What are the responsibilities and job description for the IT Helpdesk Supervisor position at Crossroads Staffing?
Job Description
The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction. Train new employees, lead, motivate, and manage the helpdesk team to ensure efficient service delivery. Provide development opportunities for team members, helping them to improve their skills and advance their careers. Implement best practices to enhance efficiency and service quality to support the organization including the development and implementation of standard operating procedures SOPs to streamline troubleshooting, support, and issue resolution processes. Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner. Oversee the resolution of technical issues for end-users, ensuring issues are prioritized and resolved based on severity. Serve as the escalation point for complex or unresolved issues that require expert intervention and assist with daily user requests as needed to support timely responses. Manage the tracking and documentation of all support requests using a ticketing system. Track team performance through metrics i.e., response time, resolution time, and customer satisfaction. Prepare regular reports for upper management on helpdesk activities, trends, and performance outcomes and identify opportunities for improvement based on performance metrics, user feedback, and recurring technical issues. Serve as a liaison between end-users and the IT department, ensuring clear and effective communication regarding IT issues and resolutions. Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction. Ensure that IT support staff stays current with new technologies and systems being used within the organ Skills Required
BA Degree in IT, Computer Science, Information Systems or similar. 6 yrs of exp in a helpdesk or IT support role. 3 yrs in a supervisory role. Proficient in Office 365 end user support and CRM systems. Skills Preferred
Understanding of remote support tools and technologies. Advanced troubleshooting skills. Knowledge of budgeting and resource allocation for IT departments.
Salary : $85,000 - $95,000
