Support Desk Supervisor

Description

• The Support Line Supervisor is responsible for managing a team of Help Desk specialists by ensuring that the team has the knowledge and skills to provide excellent technical support to the enterprise; This includes knowledge base management (internal and employee self-service), monitoring call and ticket SLAs, creating and producing reports to measure staff productivity and effectiveness, creating and maintaining SOPs relating to team's functions.
• Supervise, train, and evaluate help desk staff, conduct performance reviews, and recommend disciplinary action when necessary; Create professional development plans, assign goals, and track accomplishments of team members; Ability to exercise sound judgment in evaluating situations and in making decisions
• Manage daily activities, including scheduling staff to ensure adequate coverage, monitoring ticket queues, and ensuring the team meets define SLAs; Conduct regular ticket audits to ensure quality of service, accuracy of documentation, and adherence to established resolution procedures; Curate knowledge for use by internal teams and end user self-service; Create and maintain Standard Operating Procedures for team processes.
• Act as an escalation point for complex or priority issues, and assist team members in resolving problems; Run point on critical outages, possibly coordinating multiple teams to resolve issues; Act as the primary point of escalation for complex or high-priority issues, ensuring clear and timely communication with senior leadership.
• Track key metrics, monitor performance of staff and systems, and generate reports to help management make informed decisions; Identify recurring problems to be analyzed for root cause and long term resolution.
• Identify opportunities to improve efficiency, develop training materials, and update procedures and documentation; Provide feedback for the Service Desk application by identifying problems and recommending enhancements and improvements.

Necessary Knowledge, Skills and Abilities:

Education

• Bachelors degree in computer science, information technology, or related technical field or
• Minimum of three (3) years of helpdesk or support work experience or
• Any equivalent combination of education and experience.

Preferred Experience

• Three to five years of experience leading IT Customer Support or Help Desk

Strongly Preferred

• Leadership
• Excellent Oral and Written communication skills.
• Ability to exercise sound judgment in evaluating situations and in making decisions
• Excellent Multitasking skills
• Technical knowledge, Problem solving, and Critical response
• Analytics - Telecom and Service Desk applications