What are the responsibilities and job description for the IT Helpdesk Supervisor position at Pinnacle Careers Inc?
IT Helpdesk Supervisor needed!!!
About Us :
Our client is a leading healthcare manufacturing company committed to providing innovative solutions and exceptional service. They are seeking a motivated and experienced IT Helpdesk Supervisor to join their dynamic IT team. The ideal candidate will oversee day-to-day IT support operations, ensuring that our technology infrastructure runs smoothly, while leading a team of helpdesk technicians to provide exceptional customer service.
Position Summary :
The IT Helpdesk Supervisor will be responsible for managing the helpdesk team, coordinating IT support activities, troubleshooting complex technical issues, and ensuring optimal service delivery across the organization. The supervisor will foster a customer-focused approach, streamline processes, and drive improvements to maintain efficient and effective IT support.
Key Responsibilities :
- Supervise, mentor, and provide leadership to the helpdesk team, ensuring high levels of technical competency and customer service.
- Oversee the resolution of support tickets, prioritizing based on urgency and impact.
- Act as an escalation point for complex technical issues that cannot be resolved by lower-level technicians.
- Implement and enforce IT helpdesk procedures, best practices, and workflows.
- Monitor team performance, provide feedback, and conduct performance reviews.
- Collaborate with other IT teams to ensure seamless service delivery and system uptime.
- Maintain and update knowledge base articles and technical documentation for the team and end-users.
- Manage and track IT inventory, ensuring all devices and hardware are properly tracked and maintained.
- Provide technical training and development opportunities for helpdesk staff.
- Report on helpdesk metrics, trends, and service-level agreements (SLAs) to senior management.
- Work with vendors and external partners to resolve issues and ensure timely hardware / software replacements or repairs.
Qualifications :
Preferred Qualifications :