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)
About us
ProCat Distribution Technologies is a small business in Gibbsboro, NJ. Our goal is to improve accuracy and productivity in warehouses by implementing technology.
Job Summary:
We are seeking a Help Desk Supervisor to join our Help Desk Team. You will be responsible for providing technical support and troubleshooting assistance to end-users. Your primary goal will be to ensure that all IT-related issues are resolved promptly and efficiently, while delivering exceptional customer service.
Duties:
- Supervise 3-4 Help Desk Technicians
- Respond to incoming support requests via phone, email, or ticketing system
- Diagnose and resolve hardware, software, and network issues
- Provide guidance and support for various applications and systems
- Assist with user account management and access control
- Collaborate with other IT team members to escalate and resolve complex issues
- Document all support activities and resolutions in the ticketing system
- Conduct periodic hardware and software checks
- Maintain knowledge base articles and user documentation
Experience:
- Previous experience in a help desk or technical support role is preferred
- Strong customer service skills with the ability to communicate technical information effectively to non-technical users
- Knowledge of computer networking concepts and protocols
- Familiarity with operating systems such as Android and Windows
- Understanding of IT infrastructure components including servers, workstations, printers, and peripherals
- Experience with VPN connectivity and troubleshooting
- Basic knowledge of firewalls and security protocols
- Proficiency in using ticketing systems
If you are a motivated individual with a passion for technology and a desire to provide excellent customer service, we encourage you to apply for this position. Join our team and contribute to the success of our organization while expanding your skills in the IT field.
Job Type: Full-time
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Work Location: In person