Help Desk Supervisor

3 days ago Be among the first 25 applicants

This range is provided by Prosource. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55,000.00/yr - $65,000.00/yr

Additional compensation types

Annual Bonus

Direct message the job poster from Prosource

Talent Recruitment - Management - Training - Marketing - IT Sales - Account Management - Event Management - Photography

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from . The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.

Major Goals and Responsibilities

The Help Desk Supervisor oversees day-to-day operations of a technical help desk for the Office Equipment Division. You will support and coach team members on effective methods to research, troubleshoot, and deliver solutions. The Help Desk Manager Supervisor trains the team on help desk systems, processes, tools, and procedures required to document, track and resolve repeated problems and meet operational service level standards.

You will ensure the latest product and technical updates or policies are available and communicated to the team. Additionally, the Help Desk Supervisor monitors the queue and tracks the key metrics to ensure sufficient coverage and achievements of standard. You will act as the escalation point for critical issues and facilitate a final resolution. The Help Desk Supervisor manages a small group characterized by highly transactional or repetitive processes.

Customer

Data Process Administrator (75%)

• Create a process to ensure customers data is being captured regularly to ensure company visibility while maintaining and installing customers on the DCA utilized by our organization.
• Identify and provide documentation to the Help Desk team to support reinstallations on a regular basis. If a customer drops off the DCA creates a process for addressing the issue within five business days.
• Work collaboratively with the DCA provider to determine remedies for issues internally and with external customers.

Help Desk Support (10%)

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for external and internal customers. Provide accurate and timely logging of problems and resolution for problems in E-Automate. Escalate problems as appropriate following company procedures.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process. Provide in-field support as needed.

Help Desk Documentation, Records and Procedures (10%)

• Review and update Help Desk documentation as assigned. Review and recommend modifications to procedures with Software Solutions Specialist and management.
• Gather and input data for regular reports distributed by Help Desk (Stopped Reporting Spreadsheet).

Training & Skill Development (5%)

• Learn to develop and leverage relationships with vendors to enhance skills and knowledge.
• Maintain in-depth knowledge of supported products and services.

Primary People Contacts

• Sales Engineering and Solutions Engineering Teams, Customers, Sales, Sales Managers, and associates, Vendor Partners and Services Partners and Accounting and Logistics Departments

Behavioral Traits, Attitudes and Skills Required

• Analytical, Problem Solving
• Approachability, Teamwork
• All tasks will be carried out ethically, legally and professionally

Prerequisites (i.e. education, experience)

• Bachelor’s degree or equivalent experience in Information Technology
• 3 years’ experience in the related area as an individual contributor
• Managerial experience working in a Customer Service Center
• Full understanding of Data collective
• Excellent customer relationship, organization, and communication skills

Physical Requirements

• Must be able to sit, stand or stoop for long periods of time.
• Driving or flying to client sites may be required

Toughest Part of the Job

Managing impressions, desires and requirements outside of the agreed upon statement of work.

Compensation Methods

Base salary and bonus plan performance compensation.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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