The Help Desk Supervisor oversees the daily operations of the Help Desk to ensure the accurate and timely response to user requests and a high level of satisfaction with services provided. He/she monitors queues and adjusts schedules and call routing to ensure minimal wait time. The successful candidate will assist the Help Desk Manager with the continuing development and training of the Help Desk specialists. The Help Desk Supervisor answers help desk calls and responds to inquiries, troubleshooting and resolving problems for all firm-supported software and hardware. He/she ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, resolved and reports trends in system errors, software/hardware malfunctions, IT response times and users’ errors. He/she works coordinates with other IT staff members to ensure firm-wide coordination of coverage and assists the Help Desk Manager in maintaining the knowledge base and the automated call distribution and call tracking systems.
The ideal candidate will have an Associate’s Degree in a related field such as Computer Science or Training, or equivalent technical knowledge. Microsoft Office Certification preferred. 3-5 years of related experience including 1-2 years of supervisory experience along with a thorough knowledge of computer software including but not limited to the Microsoft Suite of products, graphics, databases, electronic mail, calendaring, document management systems and general office productivity tools in a Windows environment.
To apply, submit a resume and cover letter to email@example.com .
Bingham McCutchen - 11 months ago