JOB SUMMARY:
Helpdesk Supervisor supervises the day-to-day operations of a technical help desk. Supports and coaches them on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains team on the helpdesk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational services levels and standards. Ensures the latest product and technical updates or policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and track key metrics to ensure sufficient coverage and achievement of service standards. Ensures inventory is updated and assets are tracked per user or department. Acts as the escalation point for critical issues and facilitates a final resolution. Contributes to the development of processes and procedures. Acts as Fresh Service Admin updating, creating workflow and ensuring Fresh Service is updated. Help Desk Supervisor typically requires 5 years’ experience in the related area as an individual contributor.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Configuring and maintaining networked computer system, including hardware, system software, and applications
• Managing Support Desk queues ensuring SLAs are being met (Support and Personal) Queues should be reviewed frequently throughout the day.
• Serve as an escalation point for Tier I & II Technicians, and Systems Administrators
• Serve as Fresh Service Administrator
• Providing technical support upon request
• Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
• Guarantee that high levels of customer satisfaction are provided during each point of contact with customers.
• Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently.
• Handle staff scheduling to ensure maximum coverage of department functions.
• Take ownership of and resolve escalated internal and external problem calls.
• Completes daily/weekly/monthly scheduled and on demand productivity reports for IT Management

QUALIFICATIONS AND REQUIREMENTS:
• Proven work experience as a Supervisor within a Help Desk environment
• 3-5 years’ experience working the administrative module of Fresh Service.
• Hands on Experience with help desk and remote-control software
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills.
• Team management skills
• BS degree in Computer Science, Information Technology, or relevant field experience

COMPUTER SKILLS:
• Adobe Creative Cloud
• Word Processing
• Email
• Use of typical office equipment
• DSLR camera (plus but not required)

COMPENSATION:  

• Salary $90,000 

 This is the targeted compensation for the position. A range of factors, including but not limited to; location, skills, experience, will be considered. Actual compensation may vary.