What are the responsibilities and job description for the IT Helpdesk Support Supervisor position at Technical and Engineering - Quest Staffing Services?
Job Details
Job Description
Job Description
Job Summary
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.
Essential Functions
- 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 organization.
- Continuously assess and improve helpdesk processes to enhance efficiency and service quality.
- Recommend tools, technologies, and strategies to improve the overall support experience.
- Set and track department goals and objectives in alignment with company goals and identify areas for cost reduction and increased efficiency.
- Support team members to achieve their best performance and foster a positive work environment.
- Address employee concerns and resolve conflicts, coordinate with Human Resources as needed.
- Coordinate with other departments to ensure cohesive operations and compliance with company policies and procedures.
- Ensure team members adhere to company policies and procedures including OSHA safety standards, PPE, and ISO regulations.
- Perform other duties as assigned.
Education
- Bachelor s degree in IT, Computer Science, Information Systems, or a related field.
Required Experience & Competencies
- 3 years in a supervisory or management role.
- 6 years of experience in a helpdesk/IT support role.
- Office365 tenant administration and end user support. (3 Years minimum).
- ITIL Framework (Certified preferred).
- Proficient with Windows, Mac OS, cloud services, and common enterprise applications support in a networked environment.
- Ability to prioritize based on business impact, work in fast paced environment, and meet deadlines.
- Experience with remote support tools and technologies and managing an ITIL compliance ticketing system for on-site and remote users.
- Ability to install, configure, test, and maintain user and network hardware including deploying and maintaining peripheral devices.
- Skilled with diagnosing and resolving complex technical issues.
- Excellent written and verbal communication skills.
- The ability to approach support with a bias towards mentorship and patience.
- Requires a valid CA Driver License and proof of automobile insurance.
- Skilled professional able to lead and motivate a team, manage performance and resolve conflicts.
- Strong verbal and written communication skills to interact with both technical and non-technical staff.
- Able to manage multiple priorities and meet deadlines.
- Competent in interpreting data, generating reports and making data-driven decisions.
- Proactive approach to identifying opportunities for improvement and driving positive change.
- Experience with project management methodologies.
- Familiarity with data analysis and reporting tools.
- Knowledge of cybersecurity best practices.
- Experience in customer relationship management (CRM) systems.
- Understanding of remote support tools and technologies.
- Advanced troubleshooting skills in specialized software or hardware.
- Knowledge of budgeting and resource allocation for IT departments.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
