Help Desk Supervisor

2 weeks ago

Wenatchee, United States Stemilt Growers LLC Full time

Help Desk Supervisor

Full-Time ITJob DescriptionOn-site

Are you interested in driving change? Do you have a curiosity-driven mindset to discover what is possible? Are you a self-driven individual with integrity? Do you want to be part of a department that is on the path to become uniquely extraordinary? If so, join us as Stemilt's Help Desk Supervisor. Stemilt, a vertically integrated Company that brings wholesome and earth friendly products to families around the world, and the largest employer and pillar for the Wenatchee valley community, is looking to become a leading employer, not just in its home valley but, around Washington, and the world. If you are an open-minded, continuously learning individual that looks to push the limits, and is beyond ego… This Company is for you. We are World Famous Join us, you will love it here ??

As Stemilt's Help Desk Supervisor you will play a pivotal role in driving exceptional technical support across our organization. In this position, you'll oversee daily operations, lead and manage our helpdesk team. This position supports four thousand Stemilters and it's required to deliver extraordinary customer service at all levels, in addition ensure technical performance and reliability of our products, systems, and services, meeting and exceeding industry standards to achieve unparalleled customer satisfaction. Exceptional interpersonal communication skills are a must.

Additional Responsibilities

* Lead and Supervise Help Desk Team: Oversee a team of four IT support technicians, providing direction and support to ensure effective team performance and high-quality service delivery.
* Training and Development: Develop and implement a comprehensive training program for helpdesk staff, aimed at enhancing their technical skills and customer service abilities.
* Performance Management: Monitor and evaluate help desk performance metrics to ensure adherence to established standards and service level agreements.
* Workflow and Process Optimization: Design, develop, and maintain efficient workflows, systems, and processes to optimize helpdesk operations, including a tiered escalation procedure for complex issues.
* Escalation Management: Address and resolve escalated support tickets, ensuring prompt and effective resolution of advanced technical problems.
* Technical Support: Provide comprehensive desktop hardware and software support to all employees, ensuring seamless operational functionality.
* Standard Operating Procedures: Create, review, test, and maintain up-to-date standard operating procedures (SOPs) to ensure consistent and effective helpdesk operations.

Reports to: Infrastructure and Security Manager

What we bring to your table:

* A World Famous benefits package that includes:
* Medical/Dental/Vision insurance
* Short- and Long-term Disability insurance
* FSA
* Life insurance
* Matched 401(k)
* Paid holidays
* Paid-time-off
* Performance Incentive Plan


* An amazing opportunity to develop knowledge and new career growth paths.

What you bring to our World Famous Table:

ValuesCultural NormsIntegrityAssume GoodwillInnovationPersonal AccountabilityTrustClear CommunicationsHumilityResolve ConflictStewardship

Experience:

* 3-5 years of IT work experience, including managing team(s) responsible for desktop support, customer service, and/or production support in multi-platform environments.

Qualifications:

Bachelor's degree in computer science, Information Systems, or other related field. Or equivalent work experience.

* Technical Expertise: Extensive knowledge of desktop environments, networking, and Microsoft Office suite technologies. Proficient in Windows and Virtual Server configurations and technologies.
* Certifications: Preferred certifications in Microsoft systems and Cisco networking.
* Helpdesk Management Experience: Proven track record in managing and operating a Help Desk or Service Desk, with strong experience in leading such teams.
* People Management Skills: Demonstrated ability to effectively manage and mentor a team of employees, taking full accountability for their responsibilities.
* Communication Skills: Exceptional communication abilities with the capability to interact effectively with employees at all organizational levels.
* Self-Motivation: Highly self-motivated and directed, with the ability to work independently and efficiently with minimal supervision.
* Bilingual Skills: Proficiency in English and Spanish is a plus.
* Commitment to Excellence: A strong desire to deliver exceptional experiences at every interaction, aiming for outstanding service standards, in fact World Famous

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