Technical Support Supervisor

2 weeks ago


Schaumburg, Illinois, United States Solution Partners, Inc. Full time

Position Overview: We are looking for a skilled Help Desk Manager to lead our client's Help Desk team and ensure top-notch support for end-users. The ideal candidate will possess a robust technical foundation, exceptional communication abilities, and effective team management skills.

Key Responsibilities:

Oversee Support Requests:

  • Delegate support tickets to Engineers as necessary.
  • Engage with customers to clarify issues and requirements through various communication channels.
  • Elevate complex support matters to Senior Management and team members when required.

Manage Help Desk Operations:

  • Establish and uphold formal procedures to enhance consistency and productivity.
  • Adopt strategies to boost first-call resolution rates, manage customer perceptions, and foster strong internal relationships.
  • Communicate Key Performance Indicators to Engineers and manage performance accordingly.

Staff Management:

  • Assemble a competent Engineering team through effective hiring and training practices.
  • Guide and inspire Engineering team members.
  • Formulate plans to ensure staff knowledge of technology aligns with company objectives.

Billing Responsibilities:

  • Generate detailed billing reports for Accounting related to monthly IT Services and MAC billing.
  • Compile and submit project billing to Accounting upon project completion.

Performance Reviews:

  • Conduct annual performance evaluations for technical staff.
  • Administer necessary disciplinary actions, salary adjustments, and promotions.

Autotask Administration:

  • Oversee system users and their access rights.
  • Continuously enhance knowledge of Autotask software and its functionalities.

Qualifications:

  • Education/Experience:
  • Prior experience in Help Desk and staff management.
  • Comprehensive understanding of IT Services.

Skills Required:

  • Strong technical expertise.
  • Proficiency in Autotask.
  • Excellent communication capabilities.
  • Proven ability to effectively manage and develop a team.

Special Considerations:

  • May require on-call duties and occasional travel (10-15%).


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