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)
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:
Developing and Leading Employees
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 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.
Education & Experience:
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.
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.