Desktop Support Supervisor

3 weeks ago

Glenview, United States Guarantee Trust Life Insurance Group Full time

**Guarantee Trust Life** is seeking a highly skilled and experienced **Desktop Support Supervisor** to join our dynamic team. This role will be responsible for overseeing the daily operations, managing a team of individuals, and ensuring that all customer inquiries and technical issues are addressed in a timely and efficient manner. You can put your skills to the test by doing something new every day. Our team goes home each night knowing they made a difference and helped others

**Key Responsibilities**:

- ** Supervision and Leadership**: Lead, mentor, and coach a team of support analysts and IT operations professionals, providing guidance and support to ensure high levels of performance and customer satisfaction.
- ** Service Desk Operations**: Oversee and guide the day-to-day operations of the IT Support team, including request management, prioritization of tasks, and escalation of issues as needed.
- ** Internal Customer Support**: Serve as a point of contact for escalated customer inquiries and technical issues, ensuring prompt resolution and effective communication.
- ** Quality Assurance**: Monitor and evaluate service desk performance, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness.
- ** Training and Development**: Develop and deliver training programs for the team to enhance their technical skills, system knowledge, and customer service abilities.
- ** Documentation and Reporting**: Maintain accurate records of service desk activities, generate reports on key performance metrics, and provide insights and recommendations for continuous improvement.
- ** Collaboration**: Work closely with other departments within IT to ensure seamless coordination and resolution of issues.

**Why GTL? Take a look at what we offer**:

- Competitive salary with bonus opportunities - but that’s just the beginning
- Salary range for this role is $21+ per hour, commensurate with experience.
- Tuition assistance, medical and dental insurance, and 401(k)
- Half-day Fridays - every Friday
- Choice of hybrid schedule with 2 days remote weekly OR full time onsite with incentives (extra vacation days, gas credit, and more)
- Opportunities to grow on a creative, physical, education and professional level
- Volunteer programs to help give back, improve lives, connect with others and strengthen communities.
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience)
- Proven experience in a service desk or technical support role, with at least 2 years in a supervisory or leadership position
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and internal teams.
- Solid organizational and time management abilities, with a focus on prioritization and multitasking
- Analytical mindset, with the ability to identify trends, analyze data, and make data-driven decisions.

**Preferred Qualifications**:

- Experience managing an IT Service Management platform (i.e. Jira, SysAid, ServiceNow, etc.)
- Experience supporting a cloud-based VoIP platform.
- Experience supporting Microsoft Azure and Microsoft Intune.
- Experience managing fully remote environments and employees.

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