Thorndale Partners | Information Technology Help Desk Supervisor

6 days ago

birmingham, United States Thorndale Partners Full time

DETAILS: HELP DESK MANAGER / SUPERVISOR

Title: Help Desk Supervisor

Compensation: DOE

Location: Hoover, AL – (on site)*


OVERVIEW: Help Desk Supervisor

This individual will be a transformative leader that can bring best practices from prior success with IT Helpdesk or service desk leadership and management. This person must have experience running Client Services, including end-client hardware management preferably in a retail or ecommerce organization. This person will train and elevate the team with best practices and leadership skills to create successful issue resolutions.


This team is responsible for end user support. Handling all request from employees with software and hardware issues. All Helpdesk duties are performed using remote desktop tools and by communicating with end users over the phone. The Helpdesk is a call center environment with performance measured by the volume and quality of issues resolved for internal employees and users.


RESPONSIBILITIES: Help Desk Supervisor

  • Should be able to manage teams to be able to demonstrate knowledge and aptitude as demonstrated by real-time troubleshooting and technical problem-solving for the end user.
  • Lead, coach, and mentor the teams that handle the following:
  • Troubleshoots, isolates, and resolves IT and Point of Sale (POS) hardware and software problems in a client/server network environment.
  • Troubleshoots isolates and resolves problems with Windows servers in a bound and unbound network in support of store servers.
  • Troubleshoots isolates and reports problems with local area network (LAN) and wide area network (WAN) systems and equipment.
  • Troubleshoots isolates and resolves problems with typical business and company unique software including Microsoft Office, Internet Explorer, Adobe acrobat and web based applications in support of corporate office and store end-users.
  • Uses prescribed ticket tracking software to record status of all problems and identify steps taken to resolve issues.


MINIMUM REQUIREMENTS: Help Desk Supervisor

  • 4+ years helpdesk / service desk experience for technology / IT / Hardware and Networks
  • 2+ years in lead / supervisory / or management of a help desk or service desk team.
  • Track record of tenure/growth/and success in customer service.


PREFERRED REQUIREMENTS: Help Desk Supervisor

  • Knowledge of Ecommerce / Retail
  • MSP Experience
  • LAN or WAN admin or tech experience.

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