Help Desk Supervisor
7 hours ago
Maximus is seeking a highly skilled Help Desk Supervisor to join our team. As a Help Desk Supervisor, you will be responsible for supervising technical professionals to meet or exceed defined performance metrics and fulfill service requests and resolve incidents related to end-user systems and access to mission-critical systems.
Key Responsibilities:- Manage and maintain end-user IT support services for internal and external clients by analyzing help desk performance through various statistical and reporting methods.
- Prioritize and escalate requests to ensure compliance with contractual and internal Service Level Agreements (SLA) and potential financial impact to MAXIMUS.
- Develop and maintain formal procedures for consistency and increased productivity.
- Manage the process for communicating outage/emergency activities to the organization.
- Develop and maintain procedures for technician discussions with users, including problem recognition, research, isolation, and resolution steps.
- Develop and direct the processes of proactive response to issues before they become problems. Oversee the work effort to mitigate future occurrences.
- Supervise IT staff to include staff performance evaluation and improvement.
- Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
- Oversee more complex maintenance tasks, computer system, and peripheral equipment repairs.
- Function as a lead liaison for level 2 and 3 support teams.
- Ensure a level of cross-training is in place as an aide to workload delegation flexibility.
- Bachelor's degree from an accredited college or university preferred or related work experience.
- 3 years of related experience.
- 1 year of leadership/management experience.
- Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
- Strong organizational skills and ability to multi-task in a medium-size business environment.
- Availability to respond to the needs of internal and external customers for installation, maintenance, and equipment malfunctions.
- Microsoft Office, Outlook, Active Directory, Web technology, Networking, Voice over IP (VoIP), Help Desk ticketing system.
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