Supervisor - Help Desk

General information

Job Posting Title Supervisor - Help Desk Date Thursday, June 20, 2024 City Albany State NY Country United States Working time Full-time

Description & Requirements

The Help Desk Supervisor is responsible for supervising technical professionals to meet or exceed defined performance metrics and fulfill service requests and resolve incidents related to end user systems and access to mission critical systems.

Essential Duties and Responsibilities :

• Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
• Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
• Create and manage escalation procedures and ensures service levels are maintained.
• Document, track, and monitor problems to ensure resolution in a timely manner.
• Develop information technology projects and provide strategic management and objectives for the department.
• Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Perform supervisory responsibilities including but not limited to the following : identify training needs and development opportunities for subordinates;
• develop work schedules and assign duties to subordinates to ensure efficiency; discuss job performance concerns with subordinates to identify causes and issues and works closely with the HR on resolving problems;

evaluate subordinates' job performance and recommend appropriate personnel action; and ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.

• Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
• Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
• Create and manage escalation procedures and ensures service levels are maintained. - Document, track, and monitor problems to ensure resolution in a timely manner.
• Develop information technology projects and provide strategic management and objectives for the department. - Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. - Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies. Minimum Requirements
• Bachelor's degree in related field.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree.
• Bachelor’s degree from an accredited college or university preferred or related work experience.
• 3 -5 years of related experience.
• 1 year of leadership / management experience.
• Required to apply for applicable security clearance. #techjobs
30+ days ago