JOB DESCRIPTION

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO : enabling the future of vehicle care wherever the road takes you.

WHY WE DO IT : To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

JOB PURPOSE :

The Help Desk Supervisor provides focus, direction, organization, and support for a team of 3 Help Desk professionals. The supervisor monitors the assignments and performance of the Help Desk team members, ensures the Help Desk is running optimally, distributes requests, and manages priority tickets and projects.

As a Help Desk Supervisor, you will provide immediate supervision to the Help Desk team. This role involves setting and delegating day-to-day tasks to achieve operational objectives.

While some of your time may be spent performing individual tasks related to the team, your supervisory activities will constitute a primary part of the job.

You will be responsible for ensuring compliance with departmental or Company policies, procedures, and defined internal controls, as well as ensuring accountability and stewardship of resources (operational, financial, and human) in compliance with departmental standards and guidelines.

This role offers a platform for your growth and development within the Company.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level.

Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise the coverage schedule of the Help Desk team, allowing for exceptions of special requests, vacations, and paid time off.
• As the supervisor of the Help Desk team, you will play a crucial role in our operations. Your responsibilities will include guiding team members as they handle tickets and projects and mentoring them on customer service, ticket, phone, walk-in interactions, communications, knowledge management issues, and policy and procedure.
• Will work to be sure policies, practices, and procedures are known.
• As a supervisor, you will have the chance to collaborate with various departments, interdepartmental teams, and special projects as requested.

This collaborative aspect of the role enhances your professional network and contributes to our operations' overall success.

Relationships are developed when working at the Help Desk. Team members need to be comforted when, for example, a software application is not working as expected and given a feeling of confidence that their issue will be handled correctly.

Problems need to be addressed quickly and effectively.

In this role, you will be able to learn and understand our Company's technology infrastructure. This includes supporting desktop-based software applications, hardware configurations, and system analysis.

You will also be involved in integrating desktop and cloud-specific applications and will have the chance to analyze and document current systems and procedures.

As a supervisor, you can make recommendations and mentor Help Desk team members, fostering their growth and development.

Other duties as assigned.

SUPERVISORY RESPONSIBILITIES :

The Help Desk Supervisor is responsible for the day-to-day operations of DRB’s Help Desk team.

HUMAN RELATIONS

This position interacts with internal customers and external third-parties.

MINIMUM REQUIREMENTS :

• Experience : Minimum of five (5) years of technical and hands-on experience in technical support specialist skills, including installing, configuring, networking, and troubleshooting Desktop Operating systems and Microsoft Office applications.

Minimum of three (3) years of direct experience supervising and developing teams, including demonstrated leadership, management, communication, and teamwork skills.

Strong leadership and people development skills.Experience making decisions in a fast-paced, dynamic work environment.Excellent communication skills allow for troubleshooting and problem-solving via oral and written communication.

Ability to make decisions about scheduling, coverage, and ticket distribution to maximize the Help Desk's efficiency and productivity within the department and across the Company.

SKILL SETS :

• Experience with enterprise information technology support, such as remote control, imaging, remote application deployment, and patch management.
• Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, standard OEM PC and Mac hardware, and laser and ink-based printers.
• Ability to create and generate reports, track metrics, and create presentations.
• Knowledgeable in MS Office (Excel, Word, PowerPoint)
• Team building skills.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as Vontier Company .

LI-AM2

Last updated : 2024-05-18