Help Desk Supervisor

3 months ago

Dallas, United States Hunt Consolidated, Inc. Full time

Company Overview:

A privately held exploration and production company, Hunt Oil has successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world's leading independent energy companies. The mission of Hunt Oil Company is to be a growth-oriented industry leader respected throughout the world for the quality and competency of its people, the efficiency and scope of its operations, and its rich heritage of honesty and integrity.

Position Summary:

The primary responsibility of the Help Desk Supervisor is to oversee daily operations and prioritize tasks for the Help Desk team, ensuring service level agreements and key performance indicators are achieved. They will assess the help desk teams' processes and performance metrics, identifying and implementing changes where needed to enhance efficiency, reduce response times, and improve both customer satisfaction and the team's productivity. In addition, this role involves managing escalated customer issues to resolution on behalf of the Help Desk team.

Furthermore, the supervisor will assist other members of the Global EUS team when necessary and contribute to advancement and innovation to improve and streamline the end-user experience. Decision-making and problem-solving should align with the Company Culture, Values, and Strategic Goals of Hunt Energy and its associated enterprises. This position reports directly to the Manager of End-user Services.

Responsibilities:

  • Supervise, train, and mentor the help desk staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
  • Monitor and manage the help desk tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
  • Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
  • Establish and maintain service level agreements, policies, and procedures for the help desk operations, ensuring that they are aligned with the organizational goals and standards.
  • Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
  • Prepare and analyze reports on the help desk activities, metrics, and trends, identifying areas of improvement and recommending solutions.
  • Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
  • Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
  • Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
  • Manage operational tasks and processes assigned to the help desk team.

Required Skills:

  • Strong knowledge of IT systems, applications, hardware, software, and networks.
  • Excellent communication, interpersonal, and customer service skills.
  • Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
  • Ability to lead, motivate, and coach a team of diverse and talented individuals.
  • Ability to team members and leadership, implementing great support processes, procedures, and documentation.
  • Ability to analyze data, identify problems, and propose solutions.
  • Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
  • Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).
  • Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.

Required Experience:

  • An associate degree or bachelor's degree in computer science or a related technology background is strongly preferred.
  • At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
  • High School Diploma
  • Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus

Company Highlights:

  • For 90 years, we have nurtured creative ideas and turned them into successful realities using three core strategic pillars - creativity, excellence, and people.
  • 401K - 12% employer contribution with no vesting period (6% Match and 6% non-matching contribution)
  • Highly competitive compensation
  • Five to eight weeks of PTO annually based on years of experience; eleven additional holidays per calendar year
  • All Medical/Dental/Vision benefits start day one with the company; low employee premiums
  • Education Assistance Program
  • Free covered employee parking for Dallas HQ-based employees
  • Free specialty coffee bar in the Dallas HQ
  • Commitment to the following ideals:
    • Work/Life Balance
    • Ongoing professional development opportunities
    • An exceptional employee experience

Hunt is committed to a diverse and inclusive workplace. Hunt is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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