1 Helpdesk Supervisor Job in Dallas, TX
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Helpdesk Supervisor
$74k-93k (estimate)
Full Time
1 Week Ago
BILLINGSLEY PROPERTY SERVICES II INC is Hiring a Helpdesk Supervisor Near Dallas, TX
Job Details
Job Location
Corporate Office - Dallas, TX
Position Type
Full Time
Job Category
Information Technology
Description
The Help Desk Supervisor is responsible for leading a team of Help Desk Technicians in providing exceptional technical support and assistance to end-users within the organization. This role entails overseeing the daily operations of the Help Desk, handling escalations, ensuring efficient ticket resolution, and supervising the performance of the help desk team. The Help Desk Supervisor will also play a crucial role in providing mentorship, feedback, and coaching to team members, as well as managing administrative tasks such as PTO approvals and performance reviews.
Key Responsibilities:
Job Location
Corporate Office - Dallas, TX
Position Type
Full Time
Job Category
Information Technology
Description
The Help Desk Supervisor is responsible for leading a team of Help Desk Technicians in providing exceptional technical support and assistance to end-users within the organization. This role entails overseeing the daily operations of the Help Desk, handling escalations, ensuring efficient ticket resolution, and supervising the performance of the help desk team. The Help Desk Supervisor will also play a crucial role in providing mentorship, feedback, and coaching to team members, as well as managing administrative tasks such as PTO approvals and performance reviews.
Key Responsibilities:
- Supervise and lead a team of Help Desk Technicians, ensuring they deliver high-quality technical support and excellent customer service
- Set clear expectations for team members, assign tasks, and monitor performance to ensure goals and KPIs are met
- Foster a positive and collaborative team culture, promoting knowledge sharing and continuous improvement
- Handle escalated support tickets that require specialized knowledge or resolution
- Assist team members in troubleshooting complex technical issues and provide guidance on ticket handling
- Monitor ticket queues to ensure timely resolution and prioritize based on urgency and impact
- Work tickets as needed
- Provide regular feedback, coaching, and mentorship to Help Desk Technicians to help them improve their technical skills and customer service
- Conduct performance evaluations and set goals for team members
- Address performance issues and implement corrective actions as necessary
- Approve and manage employee time-off requests, ensuring adequate staffing levels
- Work with helpdesk team to set quarterly goals and ensure they are being met
- Identify training needs within the team and coordinate training sessions to enhance technical skills and knowledge
- Stay current with industry trends and technological advancements, sharing this knowledge with the team
- Create and maintain reports on help desk performance, ticket resolution times, and customer satisfaction
- Document standard operating procedures, troubleshooting guides, and best practices
- Other duties as assigned
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- Proven experience in a help desk or technical support role, with at least 2 years in a supervisory or team lead capacity
- Excellent technical knowledge in computer hardware, software, and network systems
- Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical users
- Proficiency in IT ticketing systems and service desk software.
- Demonstrated ability to manage a team, set priorities, and meet deadlines
- Strong problem-solving skills and the ability to handle escalated support issues
- A commitment to delivering outstanding customer service
- IT certifications (e.g., CompTIA A , ITIL) are a plus
Job Summary
JOB TYPE
Full Time
SALARY
$74k-93k (estimate)
POST DATE
05/02/2024
EXPIRATION DATE
05/20/2024
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The following is the career advancement route for Helpdesk Supervisor positions, which can be used as a reference in future career path planning. As a Helpdesk Supervisor, it can be promoted into senior positions as a Help Desk Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Helpdesk Supervisor. You can explore the career advancement for a Helpdesk Supervisor below and select your interested title to get hiring information.
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