Help Desk Supervisor

Help Desk Supervisor

We are looking for a Help Desk Supervisor to provide support & leadership to a team of 3 Help Desk Specialists, as well as provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities:

• Supervise a team of 3 Help Desk Specialists, monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner
• Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks
• Provide support for employees- in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support.
• Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
• Active Directory - tasks limited to creating and disabling users, and providing access within Company Security Policy standards
• Support office products and administer tasks in Office 365
• Assess, alert, triage and remediate production outages/incidents.
• Install, configure, and maintain desktop and laptop PCs and peripherals such as printers.
• Install and configure application and operating system software and upgrades.
• Troubleshoot and repair hardware and network connectivity issues.
• Remove old equipment and perform data migration to new machines.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary.
• Other duties that may be assigned

Requirements:

• Experience Leading or Supervising a Help Desk team is preferred
• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues.
• Excellent organizational skills and ability to multitask in a dynamic and demanding production environment.
• Excellent problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation
• Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance.
• Knowledge of remote support tools and techniques.
• Familiarity with Mac OS a plus.
• 3-5 years' experience supporting/implementing Microsoft technologies and web/networked computing environments.
• Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.
• Windows 7 & 10 Support
• Experience with Microsoft Intune

Compensation: $75,000.00 - $85,000.00 per year