Desktop Support Supervisor
GreatCall - Reno, NV

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About GreatCall

GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market through a variety of channels. These channels include traditional channels in our core “connectivity” business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.

About the Team

We are a small and enthusiastic IT team responsible for supporting the business by providing any infrastructure required to meet companywide goals. IT works closely with all departments at GreatCall.

About the Job

Reporting to the Helpdesk/Desktop Support Manager, the successful candidate will be responsible for managing all aspects of the IT Help Desk at Reno call center. Key duties will include building and retaining a qualified team to provide excellent customer service, provide leadership and mentoring for team members, and monitor performance to provide evaluations.

Responsibilities
  • Maintain Service Level Agreements
  • Manage scheduling and resources to provide necessary support coverage including on-call rotation for coverage outside normal support hours
  • Maintain hardware and software inventories and work with external vendors for hardware and software procurement
  • Keep Help Desk ticketing system updated with expected completion date/resolution notes
  • Work with system support to resolve Help Desk application issues
Basic Qualifications

Education: Associates Degree or equivalent experience

Experience : 5 years of experience in a Help Desk Supervisor/Technical Lead role
  • Experience with using BMC TrackIt Help Desk solution or similar solution
  • Experience with procuring IT hardware and software
  • Experience supporting Microsoft applications and providing account support in a Microsoft environment
  • Experience with identifying system and application issues
  • Experience with identifying networking issues
Desired Qualifications

Education: Microsoft or ITIL certifications
  • Must possess the ability to work with outside vendors and management
  • Must be organized and complete projects in a timely manner
  • Must have very strong written and verbal communications skills
  • Ability to develop a customer care philosophy that ensures customer satisfaction
  • Demonstrate analytical ability to use data and information to formulate strategic insight, determine implications, and recommend various courses of action
  • Strong leadership skills, and accustomed to managing multiple priorities simultaneously
  • Ability to manage time efficiently and work with minimal supervision
  • Ability to assess situations and recognize when to escalate an issue
  • In depth understanding of customer service and customer perception
  • Familiar with MAC OS’s and applications
  • Familiar with mobile devices and applications

As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.

Join a dynamic organization that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com .

GreatCall - 14 months ago - save job - block
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About this company
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GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use...