Support Team Lead

4 weeks ago


New Braunfels, Texas, United States New Braunfels Utilities Full time
Job Summary

The Support Supervisor role is a critical position that oversees the Help Desk staff, ensuring end users receive timely and effective assistance. This includes managing procedures related to help request identification, prioritization, and resolution, as well as monitoring and tracking Help Desk functions. The Support Supervisor will also contribute to problem resolution by providing hands-on support to end users and mentoring Help Desk technicians.

Key Responsibilities
  • Establish and enforce Help Desk service level agreements to set problem resolution expectations and timeframes.
  • Analyze Help Desk performance and identify areas for improvement to enhance quality of service.
  • Collaborate with other departments to identify and procure Help Desk software and technology.
  • Design and enforce request handling and escalation policies and procedures.
  • Coordinate and perform hands-on fixes at the desktop level, including software installation and configuration.
Requirements
  • Demonstrated experience in supervising a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
  • Strong relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.

This role requires a strong understanding of the organization's goals and objectives, as well as exceptional written and oral communication skills. The ideal candidate will be able to analyze problems, develop solutions, and effectively prioritize tasks in a high-pressure environment.



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