Summary:
The IT Help Desk Supervisor will lead, coordinate, and manage the IT Help Desk team. Coordinates companywide asset management for all on-premises and remote worker IT equipment. Integrates client technologies such as Azure, Entra and Intune, and coordinate service hand-off to IT and IS teams and 3rd parties. Provides for critical service escalation and major incident coordination to ensure minimum disruption to production. Develops the team’s talent to provide excellent service under all circumstances, while effectively communicating Group standards and policies as they affect Greenpoint Technologies users. Proposes and executes multi-year roadmaps that are validated by the Network Operations Manager and the IT Director.
Essential Duties and Responsibilities:
Direct responsibility to::
- Establish KPI and metrics to measure and improve service quality.
- Ensure critical incidents for the business are properly identified and escalated.
- Advocate as the voice of the client, to improve IT services in terms of design, functionality, and availability.
- Establish companywide support system standards including people, process, and tools.
- Ensure asset management quality companywide.
- Ensure branch wide procurement standards are followed.
- Develop team talent ensuring that each employee knows what standard of service is required and how to improve.
- Ensure effective fleet management of all PCs and peripherals (including printing and mobile devices)
- Encoding of industry standard frameworks (e.g. ITIL) into tooling.
- Evaluate all proposals for automation to determine return on investment.
- Conduct regular sites visits to all Greenpoint locations to ensure Helpdesk service and standard are met.
- Comply with company Information Security requirements and policies.
- Participate in the change management process to ensure that changes to the network are documented and approved.
Competencies :
To perform the job successfully, an individual should demonstrate the following competencies:
- - Adaptability: - Adapts to changes in the work environment, manages competing demands, accepts constructive criticism/feedback and changes approach or method to best fit the situation.
- - Communication: :- Clearly provides information in a variety of methods that can be fully understood and useful. Listens to others and seeks to understand before acting. Proactively provides information, asks questions and conveys issues with all others involved in projects.
- - Dependability: - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
- - Initiative: - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
- - Teamwork: - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
- - Work Quality: - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.
- Regulatory Compliance: – Demonstrates a thorough understanding of critical compliance requirements and performs all job functions ethically and in alignment with those requirements.
Salary range for this role is $72,480 – $99,660
Summary of Education, Experience & Certification:
Education: :Bachelor’s degree or equivalent experience required. :
Experience: :Requires 3-5 years in a similar regional or global enterprise IT position, and 1 year of supervisory experience.
Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.
Required Knowledge, Skills & Abilities:
- Maintains professionalism in appearance and behaviors to internal and external contacts.
- Ability to maintain reliable and consistent attendance.
- Strong customer service and interpersonal skills.
- Ability to successfully interface with all levels of the organization.
- Demonstrated technical skills including Microsoft office applications.
- Ability to work well independently and cross-functionally as part of an established and growing team.
- Ability to lead others and provide managerial support to ensure the success of direct reports.
- Proactively researches and resolves issues as needed.
- Strong verbal and written communication skills.
- Strong organizational and time-management skills.
- Display flexibility and able handle multiple priorities and tasks simultaneously while maintaining positive and professional demeanor.
- Ability to read, write and comprehend instructions, correspondence, and memos.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
- Experience with Cyber-security/major incident response strongly preferred.
- Ability to work outside of core business hours as required.
- Ability to travel as required.