Address
Form of workJob Description
Helpdesk Supervisor
As a Helpdesk Supervisor at our Cloud SaaS based company, you will be responsible for leading a team of technical support professionals to ensure the seamless operation and support of our cloud-based solutions. The ideal candidate is a hands-on manager with strong technical expertise in Google Cloud Platform (GCP) and Linux systems. This role requires a combination of leadership skills, technical proficiency, and a commitment to delivering exceptional customer support.
Key Responsibilities:
Team Leadership:
- Lead and mentor a team of technical support specialists to provide high-quality support to end-users.
- Foster a collaborative and positive team culture focused on continuous improvement.
Technical Expertise:
- Demonstrate in-depth knowledge of Google Cloud Platform, Okta, Slack, Crowdstrike, and Linux systems.
- Stay abreast of industry trends and emerging technologies to guide the team in staying current with best practices.
Customer Support:
- Oversee the resolution of complex technical issues, ensuring timely and effective support for end-users.
- Collaborate with other departments to escalate and resolve issues that require specialized expertise.
Process Improvement:
- Identify opportunities to streamline support processes and enhance overall efficiency.
- Implement best practices to improve the effectiveness of the helpdesk team.
Documentation:
- Ensure thorough documentation of support processes, troubleshooting steps, and solutions.
- Foster a knowledge-sharing environment to empower team members.
Training and Development:
- Provide ongoing training to helpdesk staff on new technologies, products, and tools.
- Conduct performance reviews and set goals for professional development.
Collaboration:
- Collaborate with cross-functional teams, including IT, DevOps, and security, to address complex issues and improve overall system performance.
Reporting:
- Generate and analyze reports on helpdesk performance, identifying trends and areas for improvement.
- Present regular updates to management on key metrics and performance indicators.
Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in a technical support role, with at least 15 years of experience in IT and at least 3 years in a supervisory or managerial capacity.
- Strong expertise in Google Cloud Platform, Okta, Slack, Crowdstrike, and Linux systems.
- Excellent leadership, communication, and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic environment.
Preferred Qualifications:
- Certifications in relevant technologies (e.g., GCP, Okta, Linux).
- Previous experience in a SaaS environment.
- Familiarity with ITIL or other IT service management frameworks.
Vaco provides expert consulting, permanent placement, executive search, and strategic staffing for companies around the world, in the areas of accounting, finance, operations, administration and more. As a premier talent solutions firm, Vaco connects people to their dream jobs and helps leading companies find talent to grow their business.
