Supervisor - Technology Helpdesk

Job Summary

The Supervisor Helpdesk supervises the Technology Support Specialists and provides coaching and guidance related to the standard timely processing of requests and efficient deployment of resources, timely completion of service requests and overall customer satisfaction. This position partners with the Partner Service Center (PSC) team to facilitate communication of requests and participates in the execution of department goals. 

This is a full-time (40 hours) position on a Monday-Friday, 8:00am-5:00pm schedule. Based out of our 1 Mustard St. office in Rochester, NY but travel on the job to any Hillside location may be required.

Essential Job Functions

• Supervise Technology Support Specialists team members in the day-to-day performance of their duties by establishing clear goals and expectations, tracking performance, addressing challenges and sharing timely recognition.
• Coordinate assignment of work tasks including account administration, support requests, equipment configurations, and managing resources.
• Ensure team members complete all assigned tasks on-time and customer receives products / services as requested and within customer service standards.
• Where necessary, assist team members in completing tasks including configuring, deploying, and supporting technology-related equipment and software. 
• Supervise and coordinate the service request queue to ensure all requests are completed by due date. 
• Ensure Helpdesk support service is executed in accordance with established protocols. 
• Coordinate the escalation of severe, critical, or unique issues to Manager Helpdesk for support from the Tier 2 team. 
• Responsible for the daily inventory management of all equipment, software, and licenses.
• Coordinate proper recycling and disposal of equipment along with required documentation.
• Participate with other members of Technology team to ensure effective execution of the team strategy.
• Collaborate with various HR functions to ensure the recruitment and onboarding of new hires, compliance with policies, alignment with performance and behavioral expectations, and the development of staff.
• While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.

Leadership Duties 

• Leadership: Communicates, supports and links Hillside mission, vision, values, goals, and strategies to everyday work and establishes clear, meaningful, challenging, and attainable objectives and expectations that are aligned with those of the organization.
• Management: Aligns the right work with the right people; delegates tasks according to people’s strengths and interests. Ensures staff has the skills and resources to be successful. Provides staff with coaching, training and opportunities for growth to improve their skills. Treats staff fairly and consistently. Shares accountability when delegating and involves staff in setting their performance goals.
• Governance: Ensures Hillside policies, procedures and all applicable governmental laws/regulations/guidelines are followed. Makes decisions and has authority to implement decisions in conjunction with the leadership structure of the given area of responsibility.

Education & Experience

• Bachelor’s degree in Computer Science or related field, or an equivalent amount of education and experience 
• Minimum 3 years of experience in Technology Services or Helpdesk Support required

Special Requirements

• Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards. 

Knowledge, Skills & Abilities

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships, Optimizes Decision Making, Builds Talent and Engagement, Manages Change, and Fosters Accountability and Results, the following occupational competencies must be demonstrated:

• Proficient in helpdesk user support and computer technologies including managing service level expectations, communicating with customers and vendors. 
• Accountable for maintaining the highest level of trust and integrity regarding storage and access to confidential data and security systems.
• Ability to ensure the security and stability of the Hillside network is maintained at all times. 
• Ability to prioritize requests, identify support solution and motivate team to ensure effective and responsive delivery of services.     
• Ability to identify the true problem vs. the presenting problem; as well as the ability to recommend the appropriate intervention to address its resolution.
• Ability to translate complex situations into simple, meaningful explanations that others can grasp.
• Ability to balance policy/procedures with the need to provide exceptional customer service. 
• Ability to listen to customer’s request and create a solution that supports the immediate needs and also supports the agency’s strategic intent.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work a variable scheduling including evenings and weekends
• The following physical demands are required:
  • Occasional sitting (up to 4 hours)
  • Occasional standing (up to 1 hour)
  • Occasional walking (up to 2.5 hours)
  • Occasional driving (up to 8 hours)
  • Continuous balancing (up to 8 hours)
  • Occasional balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching forward or down, reaching overhead, running, and twisting (up to 2.5 hours)
  • Weekly lifting up to 50 lbs. (community-based staff may be required to lift an empty wheelchair weighing up to 50 lbs.), 10-15 lbs. on a daily basis
  • Weekly carrying up to 55 lbs. approximately 10-100 ft., 10-15 lbs. on a daily basis
• Manual dexterity is required, including the frequent ability to grasp in both hands and continuous use of fine manipulation skills in both hands (approximately 1-2.5 hrs.)
• Occasional exposure to dust, fumes, gases or chemicals is apparent. 
• Protective clothing or equipment required: Close toed shoes; Protective Shields, Universal Precaution PPE, Gloves for toileting and food preparation
• Ability to change positions as needed

$62,500 Minimum pay rate, $90,000 Maximum pay rate, based on experience. This pay rate may include a Regional and/or Department premium.

Salary : $62,500 - $90,000