Help Desk Supervisor

1 month ago

Dallas, Texas, United States Hunt Corporation Full time
Job Title: Help Desk Supervisor

Job Summary:

The Help Desk Supervisor is responsible for overseeing the daily operations of the Help Desk team, ensuring that service level agreements and key performance indicators are met. This role involves assessing the team's processes and performance metrics, identifying areas for improvement, and implementing changes to enhance efficiency, reduce response times, and improve customer satisfaction.

Key Responsibilities:

  • Supervise, train, and mentor the Help Desk staff to ensure they have the skills and knowledge to provide quality service to customers and staff.
  • Monitor and manage Help Desk tickets, ensuring 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 Help Desk operations, ensuring they are aligned with organizational goals and standards.
  • Ensure ticket quality is maintained through regular supervision and promote the development of an IT knowledge base.
  • Prepare and analyze reports on Help Desk activities, metrics, and trends, identifying areas for improvement and recommending solutions.
  • Coordinate and communicate with other IT departments and external vendors as 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.
  • Stay up-to-date with the latest technologies, trends, and best practices in the IT industry and provide feedback and suggestions for improvement.

Requirements:

  • 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 analyze data, identify problems, and propose solutions.
  • Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
  • Basic knowledge of ITIL and experience working with an industry-standard ITSM tool.

Preferred Qualifications:

  • Associate degree or bachelor's degree in computer science or a related technology background.
  • At least three years of experience in a supervisory or leadership position, preferably in a Help Desk leadership role.
  • 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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