Help Desk Supervisor Oit

Job Title: Help Desk Supervisor OIT
Job Summary: The Help Desk Supervisor's role is to oversee the Help Desk staff within the Service Department and ensure that OIT clients are receiving timely and quality service. This includes the responsibility of managing all Help Desk related operating procedures, prioritization, resolution of end user help requests, and dispatching duties. Supervisor will be competent in all facets of Desktop, PC Hardware, and Customer Service.
Functions/Responsibilities:
•Manage incoming calls to the Help Desk Team via phone and email submissions and ensure courteous, timely, and effective resolution to client issues (dispatching duties).
•Manage overall ticket Service Level Agreement targets to ensure tickets are not in breach.
•Track and analyze trends in Help Desk requests and generate reporting with accompanying proposals based off trending data.
•Identify and recommend training programs for the Help Desk Team.
•Oversee and develop Help Desk Standard Operating Procedures (SOP) based off the moves/add/changes to OIT and/or client environment.
•Manage day-to-day staffing requirements of the Help Desk team. Treating yourself as a floating resource when needed. Desired Competencies and Skills:
•Proven track record of developing and providing Service Level Agreements deliverables •Strong relationship management and performance management skills
•Experience working in a team-oriented, collaborative environment.
•Exceptional customer service orientation.
•Ability to motivate and direct OIT staff and subordinates.
•Attention to detail and accuracy
•Good time management skills and able to multi-task
•Excellent organization skills
•Ability to work well and communicate with all areas of the company as well as external customers and vendors
•Advanced PC/keyboard/navigation skills
•Highly motivated, energetic, self-starter
•Adaptable to change and able to work under pressure Perks:
•An easy-going environment and culture (we all enjoy what we do)
•The flexibility to work from home (we run a hybrid office (Mon-Tues in office; Wed-Fri Work from home)
•A Stand-Up Desk and your own lego set on your first day!
•A Proactive Approach to Ongoing Training to help you develop life-long skills Physical Requirements:
•Highly mobile position. May require lifting (up to 30 pounds) of computer, server or network equipment and related accessories.
•Writing and typing abilities required for computer functions.
•Requires standing, walking and driving a vehicle for extensive periods of time.