IT Service Desk Supervisor

6 days ago


Newton, Massachusetts, United States firstPRO, Inc Full time
Job Overview

We are looking for a skilled Service Desk Team Lead to oversee our technical support operations at firstPRO, Inc. in Newton, MA. As a key member of our IT team, you will be responsible for providing advanced technical support to internal users and leading a team of technical support specialists.

About the Position

This is a direct hire role and onsite 3 days per week. The ideal candidate will have strong technical skills, excellent communication abilities, and leadership experience.

Key Responsibilities
  • Lead a team of technical support specialists to ensure efficient issue resolution and high customer satisfaction.
  • Provide advanced technical support to internal users, including troubleshooting and resolving complex technical issues.
  • Collaborate with other IT teams to develop and implement effective technical solutions.
  • Develop and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Monitor and report on team performance, identifying areas for improvement and developing strategies for enhancement.
  • Promote a culture of continuous learning and improvement within the team.
  • Work closely with senior management to develop and implement technical strategies that align with business goals.
Requirements

At least 3 years of experience in a similar technical support role, with a focus on Tier 3 support or team supervision.

Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.

Bachelor's Degree in Computer Science, Information Technology, or related field preferred.

Estimated Salary Range

$90,000 - $120,000 per year.



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