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)
Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance.
Structured has an immediate opening in Clackamas, Oregon for a Managed Services Supervisor that provides leadership, training and escalation to the Managed Services engineers and customers. Acts as an escalation point both internally and externally for technical and customer-service related incidents and service requests, as well as coordinates information gathering and troubleshooting processes. Troubleshoots, recommends, and implements configuration changes to various systems, appliances, and software for clients.
This position will require some on-site training and occasional in-office work.
Essential Duties and Responsibilities
An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies
Education and Experience
Bachelor’s degree (B.A. or B.S.) in Information Systems or equivalent plus 3 years of experience; or 5 years related experience and/or training; or equivalent combination of education and experience in Information Systems/Managed Services.
General Office Computer Skills:
To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite (including Visio and Project) and have experience with customer relationship management (CRM) tools.
Language Skills:
Ability to read, analyze, and interpret quotes and reports. Ability to correspond, effectively present information, and respond to questions from employees, management, vendors, and customers.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to walk, stand, sit or step up to access equipment within a data center environment; use hands to, handle, or feel; reach with hands and arms; talk and hear. The employee is occasionally required to stoop, kneel, crouch and twist. The employee will occasionally lift and/or move up to 50 pounds.
Working Conditions:
The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in both a general office environment, as well as a data center environment. Within the general office environment, both the lighting and temperature are generally moderate. The data center environment is generally cool in temperature and the lighting is moderate; the noise level in the data center environment is generally loud.
Must have a valid Driver’s License and motor vehicle insurance (at least equal to the state’s minimum coverage requirements), as well as have the ability to travel to client locations and other destinations for short to medium term projects. This position may require an adjusted work schedule and evening hours in order to meet or attend vendor/customer needs. Flexibility to field phone calls, pager or system alerts and provide remote or on-site support to clients outside of normal business hours, including weekends and holidays.
Supervisor Responsibilities:
This position will have direct supervisor responsibilities for the team of Managed Services engineers.
Compensation:
Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry-based certifications is highly encouraged.
***We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.***
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