What are the responsibilities and job description for the Deskside Support Supervisor position at Fusion HCR?
Fusion HCR is hiring! Direct Hire, Deskside Support Supervisor. This is an onsite position in Washington DC for an excellent client!
The Deskside Support Supervisor leads and supervises the work of the deskside team in delivering technology support services to customers, stakeholders, and clients. The position is responsible for prioritizing Incidents and Service Requests assigned to the deskside team and assigning tasks as needed. The Supervisor organizes and delivers day-to-day technology support services including hardware and software support, equipment inventory management audio visual meeting setups and technology related projects. The Supervisor actively leads team member performance, delivers appropriate feedback, participates in recruiting and conducts employee performance appraisals. The Deskside Support Supervisor also functions as a Support Specialist, about 50% of their day, and provides technical support to office staff and lawyers. The Supervisor works closely with the Workplace Support Managers and Director to manage and develop the team and individuals.
About This Role
Required Skills
Your Qualifications/What You Will Bring
Required Experience
Experience:
The Deskside Support Supervisor leads and supervises the work of the deskside team in delivering technology support services to customers, stakeholders, and clients. The position is responsible for prioritizing Incidents and Service Requests assigned to the deskside team and assigning tasks as needed. The Supervisor organizes and delivers day-to-day technology support services including hardware and software support, equipment inventory management audio visual meeting setups and technology related projects. The Supervisor actively leads team member performance, delivers appropriate feedback, participates in recruiting and conducts employee performance appraisals. The Deskside Support Supervisor also functions as a Support Specialist, about 50% of their day, and provides technical support to office staff and lawyers. The Supervisor works closely with the Workplace Support Managers and Director to manage and develop the team and individuals.
About This Role
- Conduct a daily review of all outstanding events in ServiceNow for the deskside support team to make sure outstanding Incidents and Service Requests are resolved.
- Coordinate team workload and individual activities to ensure tasks are completed with appropriate urgency and to the required standards of service delivery and appropriately documented.
- Supervise the team and individual performance of the Deskside Support team members including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes.
- Deliver timely and appropriate performance and behavioral feedback and coaching. Responsible for the annual performance reviews of the Support and AV Specialists.
- Lead the organization of hearing and trial technology set-up to ensure seamless technology experience for all participants.
- Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences.
- Monitors EMS (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences.
- Support audio-visual requirements including video / audio conference technologies, special events, conferences, webinars, and studio recording.
- Follow up on customer dissatisfaction issues to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented under sponsorship of others in Workplace Support Management.
- Works closely with WPS Manager/Director to facilitate the efficient and effective functioning of Deskside Support, keeping them apprised of status of all work-related matters.
- Provides customer support for all LAN- based and PC-based applications offered by the firm, including support of remote access from non-firm systems.
- Sets up, configures, and supports new and replacement firm-provided laptop & desktop PC’s and mobile devices, printers, and other related technology for attorneys & staff.
- Identifies, researches, and resolves technical problems through coordination with others in Workplace Support.
- Provides daily and after-hours network, computer operations and telephone support as necessary. Responds to telephone, email and in-person requests for technical support.
- Directly or guiding the Deskside Support team, works with the attorneys and staff to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
- Assists in testing new software & hardware and provides feedback as necessary.
- Lead delivery of firmwide and local projects. Work with project management or external vendors to achieve project goals on time, within scope and budget, and to appropriate quality standards. Administer day-to-day services via account portals as necessary.
- Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
- Advocates to attorneys & staff the firm’s technology “best practices” based on what is identified by the trainers, other members of Workplace Support and other IS groups to ensure that customers can work most efficiently & productively.
- Carry out additional tasks as delegated, such as offsite assignments (for instance, at the London data center) and in-office duties (like DR testing and recovery), as appropriate.
Required Skills
Your Qualifications/What You Will Bring
- Proven experience leading, supervising, or managing a technology or customer support team of similar size and in a similar-sized work environment.
- Excellent interpersonal skills as necessary to work effectively with people at all levels
- Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
- Strong conceptual knowledge of software and hardware configurations and software applications.
- Demonstrate ability to prioritize work and complete assigned tasks and projects in a timely manner.
- Good understanding of the business needs of the Firm and the role Deskside Support plays in supporting those ends.
- Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation, and spreadsheet software currently in use.
- Clear articulation of activity, solutions, and business needs in electronic format, such as email. Familiarity with issue & request tracking in a service management tool.
- Demonstrated ability to provide face-to-face, telephone and email support.
- Excellent project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
- Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.
Required Experience
- Education:
- High school diploma or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.
- Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.
- Management certification or degree preferred.
Experience:
- Minimum 3 years of experience in a structured customer service technology position including two years of hands-on PC hardware, server and network infrastructure hardware and software configuration and support. operating system and software support. Prior leadership or supervisory experience preferred.
