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)
POSITION:
IT Help Desk Supervisor (Supervisor #1388)INVENTORY#:
1388LOCATION:
Springfield or ChicagoUNION:
ExemptDEPARTMENT:
Technology Support & InfrastructureANTICIPATED STARTING SALARY RANGE:
$75,395 - $99,899FULL SALARY RANGE:
$75,395 - $124,402OFFICE HOURS:
Monday – Friday 8:00 a.m. – 5:00 p.m.POSTED DATE:
April 11, 2024CLOSING DATE:
Open Until Filled
ISBE is looking for a new Help Desk Supervisor to add to our IT team. Reporting to the Director, is responsible for managing and leading a team of help desk representatives, sets performance targets, provides guidance and ensures smooth operations.
DUTIES AND RESPONSIBILITIES:
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
ISBE provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We actively foster a culture of inclusion and encourage individuals of all backgrounds to apply.
Illinois has an urgent and collective responsibility to achieve educational equity by ensuring that all policies, programs, and practices affirm the strengths that each and every child brings within their diverse backgrounds and life experiences, and by delivering the comprehensive supports, programs, and educational opportunities they need to succeed.