Help Desk Supervisor Job Description
Help desk supervisor
provides leadership to the IT Desk Top Support team as it pertains to all levels of contact within the organization.
Help Desk Supervisor Duties & Responsibilities
To write an effective help desk supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Leads incident management tracking, trending and adherence to established service level agreements
Maintain Help Desk staff including staff selection, scheduling, formal performance evaluations
Working with TCP/IP based networking products
Provide timely and creative solutions to difficult problems
Manage hardware inventories to organize, label, and provide asset tracking for various computer and A/V hardware
Facilitate meetings effectively
Manage the process for communicating outage/emergency activities to the organization
Direct the process of proactive response to issues before they become problems
Supervise level one IT help desk staff to include staff performance evaluation and improvement
Supervising a variety of help desk functions to ensure effective and accurate completion of customer help desk requests
Help Desk Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Supervisor
List any licenses or certifications required by the position: ITIL, II, IAT, HDI, MOS, CE, V3, ITL, ITSM, CCENT
Education for Help Desk Supervisor
Typically a job would require a certain level of education.
Employers hiring for the help desk supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Education, Computer Science, Technical, Information Systems, Associates, Information Technology, Computer, Business, Engineering, Technology
Skills for Help Desk Supervisor
Desired skills for help desk supervisor include:
ISO 9000
ITIL
Standard service desk practices
Current technologies as it pertains to the IT functions of the Ministry
Fundamental operations of relevant software
Hardware and other equipment
Microsoft Office programs
Operating platforms to fulfill job responsibilities
Relevant technologies as assigned
Active directory and group policy skills
Desired experience for help desk supervisor includes:
Will need to be able to work flexible hours, rotating & on-call schedules
Capable of working any mandatory overtime
Ability to sit for long periods of time, climb ladders, crawl under desks, walk to all departments and work over head
Some familiarity of game development systems is advantageous
Familiarity with hardware/software asset tracking and inventory systems
Interest and knowledge of video games and game development
Help Desk Supervisor Examples
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Help Desk Supervisor Job Description
Job Description Example
Our growing company is hiring for a help desk supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk supervisor
- Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner
- Manage the Automatic Call Distribution (ACD) system including making user-level modifications and analyzing weekly or monthly data and recommend enhancements to processes
- Guarantee that high levels of customer satisfaction are provided during each point of contact with customers
- Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks
- Monitors and audits communications from team members to stores and store support vendors ensuring productivity, process, and quality assurance
- Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently
- Handle staff scheduling to ensure maximum coverage of department functions
- Take ownership of and resolve escalated internal and external problem calls
- Helpdesk Project Management
- Help Desk Billing
Qualifications for help desk supervisor
- Contributes to the long-term effectiveness and success of the organization by participating with peers in the development, evaluation, and execution of operating and strategic plans
- Keeping leadership team apprised of industry changes, new trends, and advancements in an effort to facilitate improvements in technical & customer support
- Able to facilitate and lead IT Incident Management
- Experience in supporting Citrix with multiple locations/countries
- Problem Solving Skills – Be able to define problems clearly, examine issues from various perspectives, evaluate alternatives, identify manageable components parts, deliver technical solutions and use quantitative measures/indicators and analysis to solve problems
- Technical Skills – Understands and has working knowledge of infrastructure monitoring technologies, process, and techniques
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Help Desk Supervisor Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk supervisor
- Serves as an active and engaged participant of the IT Management team
- This individual must demonstrate a caring customer service attitude, a strong commitment to operational excellence and be able to display behaviors and a commitment to the organization's core values
- Leads a team of employees in providing software training and subject matter expertise in Windows, Microsoft Office, Acrobat and other applications
- Manage all aspects of Training team performance, including directing, mentoring, and coaching training staff
- Monitor day-to-day analyst input within Remedy ticket system
- Coordinate with Service Desk leads to execute complex tasks
- Perform duties as a services and asset manager for JCON
- Manages team of 3 technicians
- Checking queues in the Remedy Database
- Compile information from Generated Reports for inventory purposes
Qualifications for help desk supervisor
- Planning/Organizing - Prioritizes and plans work activities of self
- Degree from an accredited university with major course work in computer science, MIS, business administration, or a related field is required
- Equivalent work experience in a similar position may be substituted for education requirements
- Minimum of five years' experience supporting a technical ticketing system is required
- Minimum of two years lead or supervisory experience is required
- Able to multi-task with strong communication skills (both verbal and written) good interpersonal skills
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Help Desk Supervisor Job Description
Job Description Example
Our company is hiring for a help desk supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for help desk supervisor
- Update JCON Services SharePoint page
- Generate Excess Log, International smartphone Loaner Status and JCON Services Reports
- Backup for L1- HD support personnel, which involves answering phones and resolving tickets
- Assist the Level 2 support in regard to building prepping, escorting vendors picking up equipment, verifying equipment serial numbers and quantities, and assisting with loading and unloading equipment
- Continually assesses agent productivity and call activity in order to ensure maximum performance and support department service standards to the fullest extent
- Supports key performance measures by setting and communicating goals and providing constructive feedback, to create a high performance culture, which exceeds performance measurements in productivity enhancements and cost control
- Completes daily/weekly/monthly scheduled and on demand productivity reports for IT Operations management
- Effectively communicates management decisions to achieve understanding and acceptance of changes and direction
- Demonstrates and conveys a favorable image of the organization by exhibiting professionalism and diplomacy while carrying out company objectives
- Works side-by-side with IT Operations to help meet the key operational objectives of the Company, along with provide seamless support to the end user
Qualifications for help desk supervisor
- Undergraduate degree valued
- Undergraduate degree in appropriate field / equivalent in work related field
- 5 to 7 years of technical customer support and/or service
- Must be proficient in both English and French language (written and verbal)
- Bachelor Degree in business or military equivalent or two years equivalent business related work experience
- At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users
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Help Desk Supervisor Job Description
Job Description Example
Our growing company is looking for a help desk supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk supervisor
- Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies and procedures
- Coordinates and evaluates section operations and activities
- Create documentation for use by end users (help sheets, usage guides, FAQ’s)
- Communicates frequently with end users, Support Center peers, 2nd level support groups and managers
- Works closely with development and operations teams to facilitate issue resolution
- May participate in or lead projects
- Create and manage Service Desk schedule
- Perform clerical duties such as monitoring/ordering office supplies and campus mail distribution
- Supervises the staff and activities involved in providing technical support and resolution of desktop computing problems, installation, configuration, and set-up of desktop hardware and software
- Oversees work schedules
Qualifications for help desk supervisor
- Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported
- Experience working in a government and / or legal environment
- Demonstrated pragmatic approach to leadership with a focus in customer service
- Possess a high-level knowledge of industry standard service management tools (preferably Service Now)
- Experience working in a highly regulated medical manufacturing facility
- HDI Support Center Team Lead Certification (HDI-SCTL)
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Help Desk Supervisor Job Description
Job Description Example
Our company is searching for experienced candidates for the position of help desk supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk supervisor
- Processes time entry reports
- Ensures SLA's are met and new requirements are captured by collaborating with LOB senior executives
- Maintains communications and/or conducts meetings with technology customers to keep them updated with status of their requests
- Escalates any issues proactively that cannot be resolved within the established time frame measures
- Provides assistance and cross training to the Service Desk team
- Provides support on new projects or services which support the goal of continuous service improvement
- Supervises and resolves complex break and/or fix issues
- Ensure availability and performance of CN’s PTC Help Desk
- Supervise Help Desk agents and monitor quality thru listening of conversations and ticket auditing
- Assign responsibility for incident resolution to the right support team(s), including Signals & Communications technicians and diesel doctors
Qualifications for help desk supervisor
- Minimum 5+ years’ experience in IT Help desk or an equivalent combination of education and work experience
- Ability to work effectively with client, IT management and staff and vendors
- Associate Degree and six or more years of relevant experience
- Three or more years of experience leading a service desk of similar size and complexity
- US Citizenship and the ability to obtain a Public Trust Clearance is required
- Bachelor's degree and eight or more years of experience