IT Avalon | Help Desk Supervisor | las vegas, nv

6 days ago


las vegas, United States IT Avalon Full time

Contract-to-hire


About the Role:

We are seeking an experienced Helpdesk Supervisor to lead our IT support team and ensure efficient and effective delivery of technical support services. As a Helpdesk Supervisor, you will play a crucial role in overseeing the daily operations of the helpdesk, managing escalations, and maintaining a high level of customer satisfaction. Experience with ServiceNow is essential, as it is the platform we use to manage and track incidents, requests, and changes.

Key Responsibilities:

  • Supervise the helpdesk team to ensure timely and effective resolution of IT support tickets, incidents, and requests.
  • Serve as the escalation point for complex technical issues, ensuring prompt resolution and minimal downtime.
  • Oversee and optimize the use of ServiceNow for ticket management, reporting, and workflow automation.
  • Develop and maintain helpdesk performance metrics, generating reports to identify trends and areas for improvement.
  • Train, mentor, and evaluate helpdesk staff, fostering a collaborative and customer-focused environment.
  • Collaborate with other IT departments to align helpdesk operations with overall IT strategies and initiatives.
  • Ensure adherence to established SLAs (Service Level Agreements) and recommend adjustments to improve service quality.
  • Manage the onboarding and offboarding process from a technical perspective, ensuring smooth transitions.
  • Stay up-to-date with emerging technologies and best practices to continuously enhance the helpdesk function.

Qualifications:

  • Experience: 1-3 years in an IT support/helpdesk environment, with at least 1 year in a supervisory role.
  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Technical Skills:
  • Proficiency in ServiceNow for incident and request management.
  • Strong knowledge of IT support best practices, tools, and methodologies.
  • Familiarity with Windows, Mac, and mobile operating systems.
  • Understanding of networking concepts, hardware troubleshooting, and software support.
  • Leadership Skills: Proven ability to lead a team, manage workloads, and handle escalations effectively.
  • Soft Skills: Excellent communication, problem-solving, and organizational skills.

Preferred Qualifications:

  • ITIL certification or familiarity with ITIL frameworks.
  • Experience implementing or optimizing ServiceNow workflows.
  • Knowledge of cybersecurity principles and practices.



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