We have an immediate opportunity for an experienced and talented IT Support Desk Supervisor for our innovative IT Department!
The IT Service Desk Supervisor will direct and prioritize the workflow and resources of the IT Infrastructure Technicians staff. They will coordinate work schedules, training, manage reviews and performance improvement plans. They should also be able to perform all functions of the Sr. IT Technician role to perform PC Support, basic systems administration, network security, user account management, wireless network management and documentation. Provide IT-related information and guidance to all users throughout the Organization. Will be an escalation point of critical or hard to solve trouble tickets relating to technical difficulties with hardware and software. The IT Service Desk Supervisor will assist and oversee procurement, inventory and maintenance of all PC equipment, peripherals, including MFD devices, and communication equipment.
DUTIES & RESPONSIBILITIES:
- Responsible for leading and delegating tasks to the Support Team staff members
- Generate Sr. Level reports
- Provide technical advice to project teams, troubleshooting application performance, and issuing computers, laptops, and company phones to staff members
- Hiring and training service desk technicians, managing staff and vendors, and delegating tasks to team members based on their strengths
- Oversee service desk operations, managing budgets, defining processes, selecting tools, and ensuring uninterrupted business operations
- Provide written and oral communications, making recommendations for improving documentation, and meeting with superiors to discuss departmental performance and identify areas for improvement
- Evaluate the performance of technicians, monitoring network, server, and application performance, and analyzing metrics like first-call resolution rate, average resolution time, and customer satisfaction scores
- Oversee the development, implementation, and administration of service desk staff training procedures and policies
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
- Ensure compliance with security procedures for data handling
- Ability to troubleshoot all desktop/laptop/network/phone issues.
- Maintain an inventory of hardware and software.
- Understand the corporate network including servers and workstations.
- Monitoring end user computers for hardware/software performance issues.
- Plan and coordinate upgrades, patches and new corporate technologies.
- Monitor completion and completeness of OneDrive backups.
- Install and maintain Multifunction printers
- Serve as in-house Microsoft software resource for Microsoft operating systems and O365 applications, including PowerPoint, Outlook, Word, and Excel
- Planning for disaster recovery
- Implement ITSM tools and ITIL best practices
Knowledge, Skills & Abilities:
Service desk managers need excellent leadership skills, strong emotional intelligence, interpersonal skills, and must be adept at handling conflict.
Technical Skills:
- Bachelor's Degree and/or Certifications and 5+ years of experience preferred.
- Experience leading and mentoring Service Desk team members
- Experience managing training courses and their completion
- Advanced technical expertise of IT Service Desk experience required, Zendesk preferred
- Leadership training or experience is desired
- Ability to resolve 2nd-3rd tier support issues
- Ability to communicate with all levels of company staff
- Desktop deployment and support skills for Windows 10/11 desktops/laptops
- Familiarity with network and endpoint monitoring software
- Familiarity with backup and recovery tools
- Familiarity with firewalls, wireless access points and managed switches
- Phone system and cabling experience
- Printer management and troubleshooting skills
- Experience with setting up Microsoft based systems, support mechanisms, and architectures
- Server support skills for Windows Server 2012, 2019+
- Solid network analysis and troubleshooting skills
- Exchange Server/Microsoft 365 integration and Azure management
- COMPTIA A+ Certification or Microsoft Technology Associate (MTA) are strongly preferred.
Non-Technical Skills:
- Solid written and verbal communication skills
- Ability to communicate status of tasks and changes (daily, progresses, and milestones)
- Ability to prioritize tasks and manage overall workload
- Must be comfortable working in a small, fast-moving environment and willing to step up and take responsibility for their deliverables