Help Desk Supervisor

HELP DESK SUPERVISOR

Location: Full Time Employee, On-Site Columbia, MD

Description:

We are seeking a highly motivated and experienced IT Help Desk Supervisor to join our dynamic and fast-paced IT team. In this hands-on role you will providing technical support and customer service and ensure the highest level of service delivery. You will assist with the standardization of helpdesk services, policies and procedures. You will oversee the Help Desk staff and ensure that end users are receiving the appropriate timely assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of ServiceDesk functions.

Responsibilities

Operational Management Responsibilities

· Manage the processing of incoming calls to the ServiceDesk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

· Design and enforce request handling and escalation policies and procedures.

· Track and analyze trends in ServiceDesk requests and generate statistical reports.

· Oversee the development, implementation, and administration of ServiceDesk staff training procedures and policies.

· Oversee the day-to-day operations of the IT Service Desk, ensuring high levels of service delivery and customer satisfaction.

• Identify and provide reporting on Key Performance Indicators and SLA’s for the Service Desk.
• Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
• Manage ServiceDesk ticket queues, ensuring all requests are addressed in a timely and effective manner.
• Develop and maintain documentation and standard operating procedures for ServiceDesk processes and procedures.
• Mentor and train Service Desk technicians, providing guidance and support to enhance their technical skills and knowledge.
• Stay up-to-date with industry trends and best practices, and implement new technologies and techniques as appropriate.
• Monitor ServiceDesk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Other duties as assigned

Strategy & Planning Responsibilities

· Establish and enforce Help Desk service level agreements in consultation with end users to

establish problem resolution expectations and timeframes.

· Analyze performance of ServiceDesk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Skills and Abilities

• Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical customers.
• Excellent organizational skills with the ability to multi-task.
• Excellent written and verbal communication skills.
• Excellent leadership skills, with the ability to motivate, mentor, and lead a team.
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
• Ability to develop and provide Service Level Agreements and ServiceDesk deliverables.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Strong documentation skills.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Email and telephone etiquette skills.

Candidate Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in an IT Help Desk or technical support role.
• Understanding of ITIL, certification preferred.