Help Desk Supervisor

1 week ago

Saint Cloud, United States ATS Services Inc. Full time

Summary

The Help Desk Supervisor is responsible for building and operating a proactive,
collaborative technical support team. The Help Desk Supervisor supervises our
help desk team, provides daily oversight of ATS's Help Desk operations and
ensures that incidents/requests are resolved in a timely and quality manner. The
Help Desk Supervisor's responsibilities include software licensing, vendor
management, equipment procurement, inventory management, endpoint systems set-up
and deployment, mobile device distribution and management, Service Level
Agreement (SLA) compliance, processing purchase orders/invoices, and system
updates. Primary goals include making support accessible, growing our team
members' knowledge, and creating a culture of self-help.

Education and Experience

A 2-4-year degree in information technology, computer science, software
development or a related field, or equivalent combination of education and
training.
2+ years of experience supervising staff involved with Help Desk operations
within an organization.
Experience in team building and collaboration with business leaders, 3rd
parties, and internal staff.
Demonstrated knowledge working in and improving a ticket-based environment.
Strong planning and problem-solving skills; able to identify and resolve
problems in a timely manner. Able to gather and analyze information and
develop alternative solutions.
Demonstrated ability to lead process improvement initiatives, implement
change, and experience with purchasing.
Outstanding coordination, facilitation, consultation, and conflict
resolutions skills.
Demonstrated experience in team building and collaboration with business
leaders, 3rd parties, and internal staff.
Strong interpersonal skills; able to establish trust and rapport with all
levels of staff. Able to relate effectively to diverse cultures.
Excellent organizational skills and ability to manage and prioritize
workload in a fast-paced environment.
Strong computer proficiency with Microsoft Office; Word, Excel, PowerPoint,
Access, Outlook. Able to learn company specific programs.
Excellent knowledge and experience with installation and maintenance of
Microsoft Windows, Office Suite and other software packages.
Excellent communication skills (written, listening and verbal).
Must be able to demonstrate a proactive commitment to ATS corporate values
and the success of all staff.
Willing and able to travel infrequently, including overnight travel.

Essential Duties and Responsibilities

Assist the manager with the staff, budget, department goals and objectives,
projects, processes, and support activities related to the help desk.
Monitor, measure, and report on customer service levels against agreed upon
performance standards continually making improvements.
Ensure timely delivery of quality technical support services are provided to
customers.
Participate in strategy, operations, and project related decisions for all
endpoint hardware and related software purchases, installations and management.
Create and maintain the digital face of Tech Stop using one simple, modern
and user-friendly self-help site.
Teach and guide their team to create and maintain outreach in several ways:
monthly new user sessions, monthly virtual lunch and learns, quarterly open
house events (including in-person on the floor in the operations area), digital
office hours with an open line so people can "stop in" for a quick discussion,
etc.
Gain understanding of hardware and software needs for the organization,
maintain an inventory for each and develop a replacement plan.
Drive continuous improvement efforts for on-going efficiency and
effectiveness within own department and across ATS.
Identify trends and patterns in service requests related to ticket volume,
classification, and labor hours to find areas of improvement and report to
management.
Assist the manager with the team for optimal performance by communicating
and clarifying expectations, monitoring and effectively communicating
performance, coaching and mentoring for improvement and development, and
rewarding employees for high performance.
Ensure effective problem management processes are in place and followed to
clearly identify root causes and prevent reoccurring problems.
Develop strong working relationships with others throughout the entire
organization; utilizing partnerships to help each area succeed and maximize ATS
results.
Continuously seek to improve departmental quality, efficiency, and
productivity standards by creating, modernizing, and/or revising company
processes, tools, and resources, (i.e., forms, procedures, technologies, and
strategies).
Research and stay up to date on cutting-edge technology solutions to provide
innovative and tailor-made solutions.
Assist the manager with the department SOP's and system documentation.
Set unified vision, goals, and direction with support from the manager.
Manage team performance by communicating and clarifying expectations,
monitoring and effectively communicating performance, coaching and mentoring for
improvement and development, and rewarding employees for high performance with
assistance from manager as needed.
Demonstrates, by their daily actions, ATS Mission, Vision, and Values in a
consistent, effective, and reliable manner.
Support ATS' culture by aligning actions, behaviors, performance, and
decisions in accordance with the Company's values as set forth in our
All-Employee Competencies.
Carry out managerial and leadership responsibilities in accordance with
ATS' policies and applicable laws.
Perform key All-Manager Responsibilities; Deliver High Business results,
Build the Right Team, Manage for Optimal Performance and Develop Talent for
Growth.
Complete work responsibilities outside of normal business hours as needed
and infrequent travel may be required.
Perform other duties and responsibilities as assigned.

Physical Demands

The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential function of this job.
Reasonable accommodation may be made to enable individuals with disabilities to
perform essential functions.

Physical Requirements (Office-related positions)

This position performs work primarily in an office setting.

Constantly in a stationary position and occasionally will move around.
Constantly operates a keyboard and mouse and constantly utilizes a computer
monitor(s).
Constantly conversing with internal and external customers in person or via
phone system.

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