Help Desk Supervisor

We are a leading Automotive IT Managed Service Provider (MSP) seeking a highly skilled and experienced Help Desk Supervisor to oversee our Help Desk team. The ideal candidate will have a strong background in IT support, with extensive experience using Kaseya, Autotask, and Datto. This role requires a dynamic leader who can efficiently manage IT support tasks, ensure excellent customer service, and enhance the overall productivity of the Help Desk.
Key Responsibilities:

• Team Leadership and Management - Supervise the Help Desk team, including scheduling, training, and performance evaluation. Ensure the team provides top-notch support and customer service while maintaining accurate time accounting and meeting customer SLA.
• Technical Expertise - Serve as a senior technical resource for the team, particularly in resolving complex issues involving Kaseya, Autotask, and Datto.
• Process Improvement - Continuously assess and improve Help Desk processes and procedures to enhance efficiency and effectiveness. Implement best practices for IT support and customer service.
• Customer Relationship Management - Ensure high levels of customer satisfaction by improving response times, effectively managing customer expectations, and resolving issues promptly.
• Incident Management - Oversee the incident management process, including monitoring, tracking, and coordination of support activities to ensure timely resolution of IT issues. Experience in creating an incident report and Root Cause Analysis.
• Reporting and Documentation - Generate and review reports on Help Desk performance, incident management, and customer feedback. Ensure accurate documentation of all support activities and solutions.
• Vendor Management - Liaise with vendors to resolve product-related issues, ensure optimal use of these tools, and stay updated on the latest features and updates.

Job Type: Full-time