What are the responsibilities and job description for the Information Technology Help Desk Supervisor position at Michael Aaron Staffing, LLC?
WEEKEND HELP DESK SUPERVISOR NEEDED! THURSDAY - SUNDAY - 7:00 am - 6 pm
Direct Hire! 100% ONSITE. Full Time and Benefits.
DO NOT APPLY IF YOU NEED SPONSORSHIP. DO NOT APPLY UNLESS YOU'VE WORKED AT AN ORGANIZATION IN THE UNITED STATES.
A Help Desk Supervisor is responsible for overseeing daily operations, supporting a team of customer service representatives, and ensuring exceptional customer satisfaction and team performance.
- Supervise and support the call center team to ensure service standards are met and performance goals are achieved.
- Train new employees and provide ongoing coaching, mentoring, and feedback to drive continuous improvement.
- Review and analyze KPIs—including call volume, handle time, wait times, and customer satisfaction—to assess performance and identify opportunities for improvement.
- Serve as the escalation point for complex issues that frontline agents cannot resolve, ensuring timely and effective resolutions.
- Manage daily workflow, scheduling, resource allocation, and adherence to company policies and procedures.
- Prepare and deliver performance reports to leadership, highlighting trends, challenges, and recommendations for enhancing efficiency and service quality.
Required Skills & Qualifications
- Minimum of 1 years in a call center environment, with at least 1 year in a supervisory or leadership capacity.
- Strong verbal and written communication skills for effective team leadership and customer interactions.
- Excellent analytical and critical-thinking skills, especially when working under pressure.
- Familiarity with call center software systems, CRM tools, and reporting dashboards is preferred In Salesforce.
- Demonstrated ability to motivate, develop, and inspire team members.