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)
driasi is an ambitious, innovative, and fast-paced company. We offer exceptional training and development programs, along with competitive pay and great benefits all within an engaging, fun, and collaborative work environment. driasi staff members have a unique opportunity to gain national knowledge and expertise in handling policies across various regions and territories. At driasi, we all work together to come up with big ideas and bring them to life. We focus on our customers first, we bring our best, and we know we are stronger together.
driasi offers a comprehensive benefits package, including:
Summary Overview
Under supervision of the TAC Manager, the TAC Help Desk Supervisor will be responsible for leading the TAC Help Desk staff. The Help Desk Supervisor ensures delivery of quality technical support for clients, as well as oversee the work of Help Desk staff, providing excellent customer service and resolving all technical issues. These clients are often internal peers, but they can also be external clients.
Essential Responsibilities include the following. Other duties may be assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skills and ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experiences
High school and technical school training, preference given to 4-year college degree, preferably in Computer Science; or three to four years related experience and/or training in Help Desk Service and operational experience working in computer center operations or equivalent combination of education and experience. Other desired experience and/or areas of education include:
Computer Skills
Preferred at least four years of increasing responsibility in all phases of computer center.
Must be able to effectively handle support of operations and users in a remote office environment.
Preferred Certifications:
Professional Skills
Must be able to maintain strict confidence with regards to sensitive and protected confidential information. Must be able to gain trust, respect, and confidence of customers. Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be able to immediately contribute to fast pace, deadline intensive environment. Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Attention to administrative detail and high organizational skills is required. Must exhibit exceptional people leadership skills.
About driasi
Direct Response Insurance Administrative Services, Inc. (driasi) is a leading provider of outsourcing solutions for the insurance and financial sector. driasi focuses on optimizing administration at every touch point, driving customer retention and premium growth.
driasi handles most functions normally performed by insurance companies or bank insurance agencies, such as application processing, mail fulfillment, claims services, and certificate issuance. In addition, we provide premium billing and collection, unparalleled customer support through our multi-channeled Customer Contact Center, underwriting, and proven solutions for conversion and retention. We continually strive to ensure our clients receive world-class service.
Equal Opportunity Employer
We thank all candidates for their interest in employment with driasi. Only those selected for an interview will be contacted.