Helpdesk Supervisor

About the Role:
We are seeking an experienced Helpdesk Supervisor to lead our IT support team and ensure efficient and effective delivery of technical support services. As a Helpdesk Supervisor, you will play a crucial role in overseeing the daily operations of the helpdesk, managing escalations, and maintaining a high level of customer satisfaction. Experience with ServiceNow is essential, as it is the platform we use to manage and track incidents, requests, and changes.
Key Responsibilities:

• Supervise the helpdesk team to ensure timely and effective resolution of IT support tickets, incidents, and requests.
• Serve as the escalation point for complex technical issues, ensuring prompt resolution and minimal downtime.
• Oversee and optimize the use of ServiceNow for ticket management, reporting, and workflow automation.
• Develop and maintain helpdesk performance metrics, generating reports to identify trends and areas for improvement.
• Train, mentor, and evaluate helpdesk staff, fostering a collaborative and customer-focused environment.
• Collaborate with other IT departments to align helpdesk operations with overall IT strategies and initiatives.
• Ensure adherence to established SLAs (Service Level Agreements) and recommend adjustments to improve service quality.
• Manage the onboarding and offboarding process from a technical perspective, ensuring smooth transitions.
• Stay up-to-date with emerging technologies and best practices to continuously enhance the helpdesk function.

Qualifications:

• Experience: 1-3 years in an IT support/helpdesk environment, with at least 1 year in a supervisory role.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Technical Skills:
  • Proficiency in ServiceNow for incident and request management.
  • Strong knowledge of IT support best practices, tools, and methodologies.
  • Familiarity with Windows, Mac, and mobile operating systems.
  • Understanding of networking concepts, hardware troubleshooting, and software support.
• Leadership Skills: Proven ability to lead a team, manage workloads, and handle escalations effectively.
• Soft Skills: Excellent communication, problem-solving, and organizational skills.

Preferred Qualifications:

• ITIL certification or familiarity with ITIL frameworks.
• Experience implementing or optimizing ServiceNow workflows.
• Knowledge of cybersecurity principles and practices.

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