Position : IT Manager

Location : Bensenville, IL

Duration : Fulltime/Direct Hire

Summary/Objective

A Help Desk Supervisor is responsible for overseeing the technical support team to ensure effective and efficient resolution of IT-related issues for end-users. This role involves managing daily operations, providing guidance and support to help desk staff, and ensuring high levels of customer satisfaction.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Team Management and Leadership

- Supervise and coordinate the help desk team, ensuring that all members are adequately trained and capable of resolving user issues.

- Conduct regular performance reviews, provide feedback, and identify training needs.

- Foster a positive and productive work environment.

2. Operational Oversight

- Monitor and manage help desk operations, including the tracking and resolution of user requests and incidents.

- Ensure that service level agreements (SLAs) are met and that tickets are resolved in a timely manner.

- Develop and implement policies and procedures to improve help desk operations.

3. Technical Support

- Provide hands-on technical support and troubleshoot complex issues as needed.

- Assist help desk staff with difficult or escalated issues.

- Maintain up-to-date knowledge of IT systems, software, and hardware.

4. Network Proficiency

- Ensure that help desk staff are proficient in network troubleshooting and problem resolution.

- Assist in resolving network-related issues and provide guidance on network-related queries.

- Maintain an understanding of network configurations, protocols, and security measures.

5. Customer Service

- Ensure a high level of customer service and satisfaction for internal users.

- Act as the main point of contact for escalated internal customer issues.

- Develop strategies to improve user support and service delivery.

6. Reporting and Documentation

- Generate and analyze reports on help desk performance and ticket resolution.

- Maintain accurate records of help desk activities and user interactions.

- Create and update documentation for troubleshooting and support procedures.

7. Continuous Improvement

- Identify areas for improvement in help desk operations and implement solutions.

- Stay informed about industry best practices and emerging technologies.

- Promote a culture of continuous improvement within the team.

Competencies

· Strong leadership and team management abilities.

· Excellent problem-solving and troubleshooting skills.

· Superior communication and customer service skills.

· Familiarity with ITIL or other IT service management frameworks.

· Proficiency with help desk software and tools.

· Strong understanding and experience with network configurations, protocols, and security.

· Detail-oriented with strong organizational skills.

· Proactive approach to identifying and solving problems.

· Ability to work under pressure and handle multiple tasks simultaneously.

· Strong interpersonal skills and ability to motivate a team.

Required Education and Experience

· Bachelor’s degree in information technology, Computer Science, or a related field preferred.

· At least 3-5 years of experience in a technical support or help desk role, with supervisory or management experience.