Help Desk Supervisor

The Service Desk Supervisor role will involve direct supervision, training, and development of the day-today service desk team meeting KPI performance for support of Verticomm IT clients. Direct supervision of the Level 1 through Level 3 support desk engineers for meeting customer SLO/SLA expectations, analyzing, and reporting on the KPI’s metrics. Technical knowledge of various internal systems, becoming a SME with ConnectWise, Ninja RMM, IT Glue and other various systems is required. Technical knowledge of network elements (Firewalls, Switches, Servers, Laptop/desktop, wireless access points) familiarity with Fortinet product is a +. This role will also encompass process documentation, conducting training sessions, and optimizing efficiencies in supporting IT clients. Above average Communication skills for both internal and external are required to succeed in this role.

Duties and responsibilities

• Instruct, Direct, and Assign work to Support Technicians and ensure optimal performance is achieved.
• Service Desk Utilization Analysis Reporting for daily/weekly/monthly/quarterly performance.
• Effectively develop and maintain formal processes and procedures for consistency and increased productivity.
• Effectively improve first call resolution, manage Verticomm community perceptions, and build strong internal relationships
• Build and maintain a qualified Support team through hiring and training.
• Effectively Manage all Service Desk projects to meet timelines, objectives, and budget expectations.
• Ability to effectively translate technical issues for impact and prioritize the urgency achieving optimal outcome.
• Responsible for ongoing development/training of the Service Desk team, including KPI deliverables, SLA/SLO deliverables in alignment with the Business Agreements.
• Responsible for helping create documentation, policies, and procedures supporting the Service Desk Operations.
• Responsible for proactive communication to the organization for any risks, incidents, or problems encountered and plans for remediation upon related discoveries.

Technical Skills, Education and Qualifications Basic / Minimum qualifications:

• AA degree in information technology, Computer Science, Engineering, or a related field. 2 years relevant work experience in an MSP/ Support desk Supervisor/Manager.

• Demonstrated experience with ticketing systems, preferably ConnectWise, knowledgebase systems like IT Glue, and familiarity with RMM platforms.

• Strong understanding of Support desk organizations and understanding of ITIL service desk operations concepts, specifically service operations.

• Excellent communication skills with the ability to effectively conduct training and presentations.

• Proficiency in creating and maintaining process documentation. • Ability to work both independently and collaboratively within a team.

• Ability to manage in a rapidly changing environment to meet client expectations.

• Basic understanding ITIL concepts specifically service operations. • Network+ and A+ Certifications, MS-900 or AZ-900 certifications, Windows 10, Windows 11

• Excellent written and oral communication skills for both internal and external communication.

Additional Qualifications:

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations Current Driver’s license Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Job Knowledge - Competent in required job skills and knowledge; Exhibits ability to learn and apply new skills; Keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; Users resources effectively.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly. Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Working conditions/Office Location Primary working environment will be in the Verticomm office space with visits to client locations as needed to complete support tasks. Work standard business hours, but duties and responsibilities will sometimes require long weeks and afterhours work to meet project goals. Individuals must be able to sit at a computer and work for extended periods of time, and must be able to work in various client office environments. This is not a remote position.

Physical requirements While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand. The employee is occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 100 pounds.

Specific vision abilities required by this job include close vision and ability to adjust focus.

We offer a salary between $90,000-$110,000 as well as a comprehensive benefits package which includes medical, dental, vision, pto, paid holidays, long and short term disability, as well as a 401k with a company mathc. We offer a state of the art office with underground parking, a rooftp terrace an onsite lounge. We sponser company volunteer events, company social events and team building activities.

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