Help Desk Supervisor jobs in Arizona

Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Supervisor, Help Desk
  • Solari
  • Tempe, AZ FULL_TIME
  • The Job/What You'll Do:

    The purpose of this role is to provide leadership to manage, monitor, and maintain Solari Help Desk services and technical staff, focusing on end-user and applications support. In partnership with the Manager of End User Support, this role directly oversees help desk ticketing and technology support for Solari staff. This role will also focus on planning, coordinating, and designing technology-related services for the organization and providing administrative direction and support to ensure smooth and seamless daily technical operations for the helpdesk and IT specialists.

    Responsibilities:

    • Manage 24/7/365 helpdesk operations, including SLA management, escalation support for IT Specialists, adherence to Solari policies, and reprioritization of emergent incidents.
    • Perform active leadership and general support during peak business hours.
    • Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Technology infrastructure and systems.
    • Direct research on potential technology solutions in support of procurement efforts.
    • Keep current with the latest technologies, particularly those in healthcare.
    • Assist management with all Technology vendors and respective service level agreements.
    • Manage the deployment, monitoring, maintenance, development, upgrade, and support of all end-user systems.
    • Oversee provisioning of end-user accounts and services (EHR, Telecom tech, MSFT Entra, AD on-prem, Exchange (both on-prem and cloud), O365, etc.)
    • Practice asset management for all hardware, software, and equipment.
    • Manage Technology Support staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions including the ability to mentor IT staff on how to take ownership of the helpdesk ticketing system, company policy and procedures, and train staff on company-specific software tools.
    • Oversee system imaging processes, including management of tools and images, new hire onboarding equipment distribution, and termination practices.

    Developing and Leading Employees

    • Makes work assignments and provides the appropriate level of direction.
    • Provides critical feedback to employees around areas of development for increased performance.
    • Sets and evaluates clear and collaborative individual performance goals for employees.
    • Provides regular individual supervision and performance feedback to employees.
    • Coaches and provides mentoring for employee development around professional interests and career goals using company-provided resources; follows up on progress and milestones.
    • Complete meaningful Performance Reviews for all employees and submit them as required.

    Knowledge, Skills, Abilities:

    • Excellent communication skills

    • Team-oriented, collaborative style

    • Ability to conduct research and present information in user-friendly language

    • Perform general mathematical calculations for creating business cases and budgets

    • Process-oriented mindset

    • Proven analytical, evaluative, and problem-solving abilities

    • Customer-service focused

    • Rotational on-call availability.

    • Ability to work in a fast-moving environment multi-task and adapt quickly to change while demonstrating our values of Compassion, Effort, and Ownership.
    • Ability to act professionally and maintain appropriate boundaries with clients and staff.

    • Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.

    • Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.

    Education & Experience:

    • 5-8 years of experience in the field
      • Specifications: Prior experience with deployment, monitoring, maintenance, development, upgrades, and/or support of IT systems, including Microsoft Active Directory, Microsoft Azure/Entra, Microsoft Windows 10/11, Office365, Desktop PCs, Laptops, and associated peripherals strongly preferred. Prior help desk leadership experience is required.
    • At least one of the following certifications is required: A , Network , Sec ,
      • Preferred: Project Management (PMP), Healthcare IT (CPHIMS), or IT auditing (CISA), VMWare Certified Professional (VCP).
    • An Associate's in Computer Science, Information Systems, or a related field is preferred.


    Working Conditions:

    While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.

    Who We Are & What We Offer:

    Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona and Oklahoma. Our mission is to Inspire Hope through our talented and compassionate staff.

    Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

    • Friendly work environment
    • 401(k) with company match
    • Generous paid-time-off (PTO)
    • Health benefits (M/D/V) that start the first of the month following hire date
    • Competitive compensation
    • Convenient Tempe location and Hybrid Schedule
    • On-site fitness room free to all employees
    • And many more great perks!

    Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

    We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.

  • 4 Days Ago

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Help Desk Supervisor
  • GlobalMedia Group, LLC
  • Scottsdale, AZ FULL_TIME
  • We are looking for a Help Desk Supervisor to join our team and experience what being "The Best Virtual Care Solution" means. Some of the perks that our employees enjoy include: Growth possibilities Co...
  • 13 Days Ago

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Help desk supervisor
  • Gila River Resorts & Casinos
  • Chandler, AZ FULL_TIME
  • Closing Date : March 1, 2024 at 5 : 00 PM Salary : Depending On Experience (DOE) This position supervises the day-to-day activities of the Help Desk Technicians personnel and performs evaluative and a...
  • 1 Month Ago

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Help desk supervisor
  • Gila River Hotels & Casinos
  • Phoenix, AZ FULL_TIME
  • Closing Date : March 1, 2024 at 5 : 00 PM Salary : Depending On Experience (DOE) This position supervises the day-to-day activities of the Help Desk Technicians personnel and performs evaluative and a...
  • 1 Month Ago

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Help Desk
  • Judge Group
  • Scottsdale, AZ FULL_TIME
  • Location: Scottsdale, AZDescription: Our client is currently seeking a Help Desk Multiple openings 1 years of experience This job will have the following responsibilities:1.With oversight, provides Ti...
  • 1 Month Ago

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Help desk
  • TeamLogic IT
  • Phoenix, AZ FULL_TIME
  • Benefits : 401(k) 401(k) 401(k) matching Health insurance Paid time off Training & development Help Desk Level 1 We are a managed services provider providing amazing work for both small and medium-siz...
  • 28 Days Ago

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Information Technology Help Desk Supervisor
  • Concero
  • St Louis, MO
  • Under minimal managerial guidance of the CIO, the IS Service Desk Supervisor is responsible for direct oversight of the ...
  • 3/29/2024 12:00:00 AM

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Information Technology Help Desk Supervisor
  • Boulo Solutions
  • Orlando, FL
  • IN-OFFICE | FULL-TIME Boulo Solutions is partnering with an IT company in the pharmacy space looking to hire an IT Help ...
  • 3/29/2024 12:00:00 AM

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IT Help Desk Supervisor
  • B&L PC SOLUTIONS INC
  • Hauppauge, NY
  • Job Description Job Description We’re currently in search of a Supervisor to fulfill the following job responsibilities:...
  • 3/29/2024 12:00:00 AM

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Help Desk Supervisor
  • Vanderhouwen
  • Portland, OR
  • Status: Direct Hire Job Title: Desktop Support Supervisor Location: On-site Salary: $85,000-$95,000 About the company: T...
  • 3/28/2024 12:00:00 AM

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Help Desk Supervisor
  • VanderHouwen
  • Portland, OR
  • Status: Direct Hire Job Title: Desktop Support Supervisor Location: On-site Salary: $85,000-$95,000 About the company: T...
  • 3/25/2024 12:00:00 AM

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IT Help Desk Supervisor
  • City of New York
  • New York, NY
  • Job Description The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging w...
  • 3/25/2024 12:00:00 AM

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Help Desk Supervisor (First Responders Group)
  • The Doyle Group
  • Boulder, CO
  • Help Desk Supervisor (On-site) The Doyle Group is a leading IT consulting and placement firm, dedicated to providing top...
  • 3/25/2024 12:00:00 AM

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IT Support Services Coordinator (Help Desk Supervisor)
  • Oregon Shakespeare Festival
  • Ashland, OR
  • Job Description Job Description Job Summary: Responsible for managing and coordinating IT Support for the Oregon Shakesp...
  • 3/25/2024 12:00:00 AM

Arizona (/ˌærɪˈzoʊnə/ (listen); Navajo: Hoozdo Hahoodzo Navajo pronunciation: [xòːztò xɑ̀xòːtsò]; O'odham: Alĭ ṣonak Uto-Aztecan pronunciation: [ˡaɺi ˡʂonak]) is a state in the southwestern region of the United States. It is also part of the Western and the Mountain states. It is the sixth largest and the 14th most populous of the 50 states. Its capital and largest city is Phoenix. Arizona shares the Four Corners region with Utah, Colorado, and New Mexico; its other neighboring states are Nevada and California to the west and the Mexican states of Sonora and Baja California to the south and so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Supervisor jobs
$74,466 to $94,624

Help Desk Supervisor in Des Moines, IA
The Supervisor will be responsible for scheduling, directing the activities of the Help Desk staff, reviewing and evaluating their work.
January 11, 2020
Help Desk Supervisor in El Paso, TX
Computer support specialists provide help and advice to people and organizations using computer software or equipment.
February 21, 2020
Help Desk Supervisor in York, PA
The role of help desk supervisor is similar to that of any call center supervisor, except that help desk customers are generally employees.
December 28, 2019