IT Help Desk Supervisor

Founded in 1907, Japs-Olson Company is an industry leader in the commercial printing and direct mail industry located in St. Louis Park, Minnesota. Our company is over 100 years old and we continue to grow. The IT department is seeking a qualified candidate to join our team as the Help Desk Supervisor. This role is responsible for the scheduling and supervising of a team of support specialists that provide a single point of contact for all technology-related services at Japs-Olson.

We feature competitive pay along with great benefits such as a Stay-On Bonus, affordable medical insurance, life insurance, 401K plans with company matching, and health savings account contributions.

This position requires the candidate to work onsite and includes occasional nights and/or weekend coverage. We are not accepting applications for remote work currently.

Benefits Overview:

• Affordable medical coverage
• Vision & dental insurance
• Indoor climate-controlled environment
• Health Savings Account (HSA)-with company contributions
• 401(k) retirement plans with company contributions
• Paid Holidays
• Life insurance, AD& D
• Short Term Disability, Long Term Disability
• On the 612 bus line

Key Tasks:

• Lead the support specialist team in the day-to-day operations and assigned tasks
• Develop, mentor, and coach employees regularly to increase their skills
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement
• Direct the workflow of the IT Help Desk through quality control of tickets and calls, monitoring the ticket queue, and addressing important or overdue tickets
• Facilitate customer resolution for escalated calls and engage the necessary technical support resources
• Responsible for the inventory management and purchasing of IT related items.
• Follow up with unsatisfied customers to ensure issues are resolved and that customer satisfaction is achieved
• Develop, implement, and coordinate programs and operating procedures to drive effectiveness and efficiency
• Build relationships across production to support internal customers
• Deliver on all team performance targets
• Ensure infrastructure availability for 24x7 manufacturing operation
• Scheduling coverage for absences, vacations, or special projects from the support specialist team
• Manage multiple projects at once, ensuring strong integration across the departments and organization
• Participate in Japs Olson’s Continuous Improvement program and Quality Management System helping to resolve problems and improve processes and product
• Responsible for technology procurement to repair equipment or as part of departmental initiatives

Education or Training:

• Bachelor’s Degree Required in Computer Science or 2 to 4 years related experience

Required Skills:

• Minimum 2 - 4 years of work experience in technical phone support ideally in a manufacturing environment
• Minimum 2 - 4 years of previous supervisory and leadership experience with direct reports
• Previous network administrative experience is preferred
• Ability to organize, prioritize, and direct work activities
• Ability to support a 24x7 environment working nights and weekends as needed
• Excellent customer service and business relationship-building skills
• Reasoning, problem-solving, and analytical skills to resolve issues
• Project management skills and abilities
• Excellent oral and written communication skills including listening and presentation skills
• Outstanding ability to lead, engage, and develop employees
• Demonstrated ability to be a “hands-on” leader
• Excellent organization and time management skills
• Self-directed and self-motivated with a proven work ethic and ability to perform under pressure

Physical Requirements:

• Ability to lift 50 lbs. (PCs, peripherals)
• Bending, stooping, crawling, and reaching. May require a ladder, stepstool, or scissor lift use
• Repetitive (keyboard and mouse) motion
• Regular weekend/evening/holiday work may be required

• Must pass a physical, drug screen, and background check before starting.
• All applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.