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)
Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.
Summary:
The IT organization is positioned at corporate level and consists of the teams IT Support, IT Security & Service Delivery, Business Applications & Support, Business Information Management and IT Project Management. IT Support also called the IT Service Desk has employees located at different sites around the world; there are also smaller Sales Offices without local IT. One of IT Supports main tools are the ticket system - TOPdesk. We strive to help the users globally in the best possible way, through prioritization, collaboration, knowledge sharing and strong communication both internally between the IT teams and with the business/users. We aim to work with global perspective and focusing on simplifying the many processes. You will report to the Head of IT Support
What can you expect in as a (role) at Scandinavian Tobacco Group?
Your areas of knowledge and expertise (that matter the most for this role):
We value our employees and in addition to our competitive salaries, we offer a competitive benefit package to our talented team members including:
What happens next?
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.
Job Type: Full-time
Benefits:
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Schedule:
Work Location: Hybrid remote in Richmond, VA
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