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)
Duties:
- Respond to help desk tickets and provide timely resolution or escalation as needed
- Troubleshoot hardware, software, and network issues for end users
- Install, configure, and maintain computer systems and peripherals
- Assist with user account management, including password resets and access permissions
- Provide technical support for mobile devices and remote access solutions (VPN)
- Collaborate with other IT teams to resolve complex technical issues
- Document all support activities and resolutions in the ticketing system (ServiceNow)
- Follow established procedures for incident management and change control
- Assist with the development and maintenance of knowledge base articles
Skills:
- Strong knowledge of computer networking principles and protocols (TCP/IP)
- Proficiency in Windows operating systems (Windows 10)
- Experience with mobile devices (iOS, Android)
- Familiarity with help desk ticketing systems (ServiceNow preferred)
- Understanding of network administration concepts (GPO, DNS, DHCP)
- Excellent problem-solving and troubleshooting skills
- Strong customer service orientation with the ability to communicate technical information effectively
Job Type: Contract
Pay: $14.00 - $16.50 per hour
Experience level:
Schedule:
Application Question(s):
Experience:
Ability to Relocate:
Work Location: On the road
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0 Help Desk Supervisor jobs found in Council Bluffs, IA area