Help Desk Supervisor jobs in the United States
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)
Recently Added Help Desk Supervisor jobs
Mansion Front Desk Supervisor
- Front Desk Supervisor
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Dallas, TX
FULL_TIME
-
Job summary -• Responsible for supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.Essential Duties and Responsibilities – (Key Activities)The following are specific responsibilities and contributions critical to the successful performance of the position:• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.• Ensure that standards are maintained at a superior level on a daily basis.• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.• Maintain positive guest relations at all times.• Resolve guest complaints, ensuring guest satisfaction.• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.• Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments, and location.
- All room rates, special packages, and promotions.
- Daily house counts and expected arrivals/departures/ VIPs.
- Room availability status for any given day.
- Scheduled in-house group activities, locations, and times.
- All hotel and departmental policies and procedures.
• Access all functions of the computer system.• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.• Ensure that staff report to work as scheduled. Document any late or absent employees.• Coordinate breaks for staff.• Assign work duties to staff.• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.• Inspect grooming and attire of staff; rectify any deficiencies.• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.• Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.• Monitor the hotel front entrance and resolve any congested situations.• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.• Monitor communication logs and ensure that guest requests are followed up within minutes.• Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.• Monitor guest mail and ensure that it is processed according to procedures.• Monitor and ensure that express checkouts are processed through the system.• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.• Assist staff with their job functions to ensure optimum service to guests.• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.• Ensure security of guestroom access.• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:- Contracted banks
- Shortages/overages
- Late charges
- Petty cash/paid outs
- Adjustments
- Posting charges
- Making change for guests
- Cashing personal/travelers checks
- Payment methods/processing
- Settling accounts
- Closing reports
- Cashier reports
- Balancing receipts
- Dropping receipts
- Securing banks
• Review previous night's no-shows, verify, and ensure billing of such.• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.• Assist staff with expediting problem payments.• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.This list of essential functions is not exhaustive and may be supplemented, as necessary.Other Standard Responsibilities -Experience -• Minimum one year experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotelGeneral Skills -• Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.Technical Skills -• Ability to communicate (verbal and written) in English with co-workers, guests, and management.• Working knowledge of MS Word, Excel• Knowledge of PMS and hotel point of sales systems.• Ability to stand for prolonged periods of time.Education or Certification -• High school diplomaLanguage -• Required to speak, read, and write English, with fluency in other languages preferred.•Physical Requirements -• Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 20 pounds, and satisfactorily communicate with guests and co-workers to their understanding.Others –• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates. - 21 Days Ago
Help Desk Technician
- Help Desk Technician
-
Little Rock, AR
FULL_TIME
- At CalArk, we respect what you have to offer. Our industry-leading wages and benefits ensure you always feel appreciated for what you individually bring to our team. Your talent has a home with us.
- 1 Day Ago
Bilingual IT Help Desk Analyst
- Global Help Desk Services, Inc.
-
Rocky Hill, CT
FULL_TIME
- Position: Bilingual (Spanish/English) IT Help Desk Analyst (IT Support). This is a technical support position.Expected Hours (subject to change):Full-Time Open Position(s): Sun-Wed 8a-6:30pWho We Are:...
- 13 Days Ago
Bilingual Spanish Help Desk Analyst
- Global Help Desk Services, Inc.
-
Rocky Hill, CT
FULL_TIME
- Position: Bilingual (Spanish/English) IT Help Desk Analyst (IT Support). This is a technical support position.Expected Hours (subject to change):Full-Time Open Position(s): 3rd shift Wed-Sat 11p-9:30a...
- 18 Days Ago
IT Support/Help Desk Analyst (FT)
- Global Help Desk Services, Inc.
-
Rocky Hill, CT
FULL_TIME
- Position: IT Help Desk Analyst (IT Support). This is a technical support position.Expected Hours (subject to change):Full-Time Open Position(s): Mon, Thu-Sat 8a-6:30pWho We Are:We are a growing techni...
- 7 Days Ago
IT Support / Help Desk Analyst (FT)
- Global Help Desk Services, Inc.
-
Rocky Hill, CT
FULL_TIME
- Position: IT Help Desk Analyst (IT Support). This is a technical support position.Expected Hours (subject to change):Full-Time Open Position(s): 3rd Shift - Sun-Tue 7p-7a; Wed 7p-1a.Who We Are:We are ...
- 21 Days Ago
Help Desk Supervisor jobs at Popular Companies
Service Desk Coordinator
- Paul Mitchell Schools
-
Columbus, OH
- Paul Mitchell The School Columbus is seeking a qualified Service Desk Coordinator to join our family! With over one hund...
- 4/18/2024 12:00:00 AM
General Custodian-Second or Third Shift Weekends- Capital University- Columbus, Ohio
- HES Facilities LLC
-
Columbus, OH
- **Job Description** General Custodian-Second or Third Shift Weekends- Capital University- Columbus, Ohio (Custodial) Col...
- 4/18/2024 12:00:00 AM
Human Resource Assistant
- EMH&T Inc
-
Columbus, OH
- EMH&T is a leading civil engineering firm dedicated to excellence in design, construction, survey, infrastructure and mo...
- 4/18/2024 12:00:00 AM
Front Desk - Patient Coordinator, Travel Reimbursement
- Columbus Ophthalmology Associates
-
Columbus, OH
- A Front Office Specialist employee is trained to act as the first point of contact for our patients where they set the t...
- 4/18/2024 12:00:00 AM
Customer Service Representative (Columbus, Ohio)
- Hamilton Parker Company
-
Columbus, OH
- Customer Service Representative Columbus, Ohio **Customer Service Representative** Responsible for assisting Hamilton Pa...
- 4/15/2024 12:00:00 AM
Customer Service Assistant 3 (20060514)
- Ohio
-
Reynoldsburg, OH
- Job Description **Primary Location** : United States of America-OHIO-Franklin County-Reynoldsburg Compensation : $20.76/...
- 4/15/2024 12:00:00 AM
Instructional Assistant (IA) - Special Education
- Columbus City Schools
-
Columbus, OH
- Hourly - Position - Instructional Assistants Job Number 2400116541 Start Date Open Date Closing Date ABOUT US: At Columb...
- 4/15/2024 12:00:00 AM
Front Office Manager - Short North Luxury
- Le Meridien Columbus, The Joseph
-
Columbus, OH
- Compensation Type: Yearly Highgate Hotels: Highgate is a leading real estate investment and hospitality management compa...
- 4/10/2024 12:00:00 AM
Income Estimation for Help Desk Supervisor jobs
$76,255 to $96,896