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)
Summary : The Unconventional is seeking a qualified applicant to work in Help Desk and Administration providing support to the NATO Allied Command Transformation (ACT) program.
The main objectives of the ACT are to provide appropriate support to NATO missions and operations; lead NATO military transformation;
improve relationships, interaction and practical cooperation with partners, nations and international organizations. Specific duties may include, but are not limited to : Supports the JADL, TRANSNET and e-ITEP system administration and helpdesk operating during normal US office hours (08 : 00-16 : 30) Monday to Friday excluding official holidays.
Working from the HQ SACT MS / LT Branch at HQ SACT the sys admins will : Review all new requests for accounts on the JADL, TRANSNET and e-ITEP systems, approving those, which meet the NATO requirements and responding to those, which need further clarification.
Support any helpdesk questions received by email or phone. Work with the MS / LT Branch for uploading of courseware, functional testing of SCORM packages, and maintenance of existing content on JADL platform.
Maintain an awareness of any cyber issues that may affect the system delivery or unauthorized access to the system.
Last updated : 2024-04-27
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