Help Desk Supervisor

Position Overview

The Help Desk Supervisor is responsible for overseeing the daily operations of our help desk team, ensuring efficient and effective support for end-users. This role involves directly managing staff, monitoring performance, and implementing strategies to improve service delivery. The Help Desk Supervisor serves as the primary point of contact for escalated issues and works closely with other departments to resolve technical problems and enhance user satisfaction.

The purpose of this hire is to divide up the number of personnel by creating two smaller, more manageable teams.  This position is 100% in person in Zachary, LA and this position will sit directly with those people who are managed.  The position is a mid-level management position who will report to COO. 

Key Responsibilities

·         Team Management: Supervise and mentor help desk staff, providing guidance and support to ensure high performance and professional development. 

·         Service Delivery: Monitor help desk operations to ensure timely and accurate resolution of user issues, and implement strategies to improve service levels.

·         Escalation Handling: Serve as the primary point of contact for escalated issues, ensuring prompt and effective resolution.

·         Performance Metrics: Track and analyze key performance indicators (KPIs) to measure service delivery effectiveness and identify areas for improvement.

·         User Satisfaction: Conduct regular surveys and feedback sessions to gauge user satisfaction and implement changes based on feedback.

·         Collaboration: Work closely with other departments to address technical issues and enhance overall service delivery.

·         Training and Development: Develop and deliver training programs to ensure help desk staff are knowledgeable and equipped to handle user issues.

·         Documentation: Maintain detailed records of help desk activities, including issue resolution, user interactions, and performance metrics.

·         Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of help desk operations.

Qualifications

·         Education: Bachelor's degree in Information Technology, Computer Science, or a related field.

·         Experience: Minimum of 5 years of experience in a help desk or IT support role, with at least 2 years in a supervisory position.

·         Technical Skills: Proficiency in troubleshooting and resolving technical issues, with strong knowledge of hardware, software, and network systems.

·         Leadership Skills: Proven ability to lead and motivate a team, with excellent communication and interpersonal skills.

·         Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering effective solutions.

·         Customer Service: Commitment to providing exceptional customer service, with a user-centric approach to support.

·         Organizational Skills: Ability to manage multiple tasks and priorities, with strong organizational and time management skills.

·         Certifications: Relevant certifications such as ITIL, CompTIA A , or Microsoft Certified Professional (MCP) are preferred.