Help Desk Supervisor
Corporate Jobs Bridgeton, Missouri
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Description
The Help Desk Supervisor Role is an exciting position with a growing, industry leading company. This position is responsible for overseeing the daily operational workflow of the Dent Wizard Help Desk. This includes serving as an escalation point of contact for Help Desk support issues, communications and follow up requests.
POSITION OBJECTIVES:
Provide first and second level support for all issues regarding the PC hardware, software, and associated PC devices, as well as direction and supervision to the Costumer Support Specialists.
Responsible for achievement and results of stated support metrics including call back response and resolution.
Serve as project lead for IT Help Desk related projects, new system/technology implementations and other projects as designated for the Help Desk Team
Manage end user accounts, permissions, & access rights in accordance with best practices regarding privacy, security, and regulatory compliance.
Implement standards, policies, procedures, and best practices to ensure compliance to Dent Wizard security and accepted use policies.
Identify opportunities, their implications and recommend solutions for improving customer focused service delivery.
Train educate and mentor staff to maintain proficiency on current/future supported technologies within the organization.
Other duties as assigned
TEAM LEADERSHIP AND COACHING:
Communicate project priorities, objectives, and goals.
Facilitate problem solving and collaboration within the group to resolve issues.
Serve as a focal point to communicate and resolve issues with other teams.
Escalate issues which cannot be resolved by the team to the Manager.
Manage shift coverage, vacation, and time off requests.
Conduct performance evaluations to each team member and recommend appropriate action such as merit increases, promotion, counseling, performance improvement plans and termination.
Identify staffing needs, interview potential candidates, and make recommendations to the Manager on individual hires
SKILLS REQUIRED:
Results oriented positive attitude that prefers an environment with a strong team spirit.
Excellent troubleshooting and diagnostic skills.
Excellent communication and documentation skills.
Able to work both independently and in group environments.
Excellent organizational and analytical skills.
Ability to communicate clearly with people of varied skill levels.
Results Orientation
Agility
Initiative
Influence
Customer Focus
Learn Quickly
Recognize Implications
Apply Knowledge
EDUCATION:
Bachelor's degree in computer science preferred.
EXPERIENCE:
4+ years IT experience required.
This is an exceptional opportunity to join a successful company at an exciting time of growth. This position includes an excellent benefits package including health, dental, disability and life insurance, 401(k) match and paid time off.
