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Help Desk Supervisor
Macias Gini & O'Connell LLP
Walnut Creek, CA, United States
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Overview
MGO is seeking Help Desk Supervisor to oversee Help Desk staff and ensure that end users are receiving the appropriate assistance. Reporting directly to the IT Director, this role will be responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Core Responsibilities:
• Leading Managing and Holding People Accountable (LMA)
• Management of Help Desk Operation and staff executing day-to-day requests
Essential Functions:
Strategy & Planning
• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition & Deployment
• Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Operational Management
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
Nonessential Functions:
• Performs other duties as directed by the CISO and IT Director
Supervisory Responsibilities: Yes
Conditions:
• Moderate overtime required throughout the year
• Moves and lifts computer equipment weighing up to 20 pounds
• Heavy sitting for extended periods in front of a computer
• Travel to remote offices, including overnight, may be required approximately 5% of the time
• Minimal Hazards
Minimum Qualifications:
• Associates degree with 2 years of experience, or 4 years of experience in related field
• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
Success Factors:
• Ability to perform several tasks concurrently with ease and professionalism and be able to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to communicate clearly and concisely, verbally and in writing, in English
• Must be able to keep client matters strictly confidential.
• Must have exceptional customer service orientation.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
Founded in 1987, MGO (Macias Gini & O’Connell LLP) is one of the fastest growing professional services firms in the country with a staff of over 300 in offices in Los Angeles, Sacramento, Walnut Creek, Century City, Newport Beach, Beverly Hills, Woodland Hills, San Diego, San Francisco, San Jose, New York City, Miami and New Delhi. The firm offers a diverse array of assurance, tax, consulting, staffing, outsourcing and advisory services to clients that range from aerospace and engineering firms, to hospitals and nonprofit foundations – from the largest government entities in the country, to the biggest celebrities in Hollywood.
MGO is ranked as one of the top CPA firms in the nation by Accounting Today and Inside Public Accounting. And the firm was awarded the ‘Best of Accounting’ designation in Client Satisfaction by the independent research firm, Inavero.
In addition to advancement opportunities, we offer benefit packages that may include: Medical, Dental, Vision, Life, Short and Long Term Disability, Flexible Spending Accounts, Parking/Transit Accounts, Paid Time Off, Paid Holidays, and 401(k) with a company match. To find out more about MGO, visit our website at www.mgocpa.com.