IT Helpdesk Supervisor
Core
Oversee IT Support/Helpdesk personnel and ensure exemplary customer service to internal customers by driving compliance with IT processes and procedures.
Role type
Supervisory IC IT Helpdesk Supervisor
Builds
IT support operations and customer service delivery for internal departments
Domain
IT Operations / Helpdesk
Deliverable
dashboards & analysis
Required skills
IT support supervision, performance management, technical troubleshooting, process compliance, SLA management, technical documentation, project management, problem determination
Preferred skills
MCDST certification, call center operations knowledge
Technologies
Desktop support systems, network computer systems
Responsibilities
Assign and prioritize work for the IT Support Team, conduct periodic performance reviews, oversee desktop support operations, provide expert technical support and training to support personnel, coordinate with product development and R&D to resolve issues, ensure service level agreements are communicated and understood
Seniority
Mid-level, hands-on supervisor