Help Desk Supervisor

4 weeks ago

Saint Cloud, Minnesota, United States Anderson Trucking Service, Inc. Full time
Job Title: Help Desk Supervisor

Job Summary:

The Help Desk Supervisor is responsible for leading a team of technical support specialists to provide timely and quality technical support services to customers. The ideal candidate will have a strong background in IT operations, customer service, and team management.

Key Responsibilities:

  • Lead a team of technical support specialists to provide technical support services to customers
  • Monitor and measure customer service levels against agreed-upon performance standards
  • Ensure timely delivery of quality technical support services
  • Participate in strategy, operations, and project-related decisions for all endpoint hardware and related software purchases, installations, and management
  • Create and maintain the digital face of Tech Stop using a simple, modern, and user-friendly self-help site
  • Teach and guide team members to create and maintain outreach in several ways, including monthly new user sessions, monthly virtual lunch and learns, quarterly open house events, and digital office hours
  • Gain understanding of hardware and software needs for the organization, maintain an inventory for each, and develop a replacement plan
  • Drive continuous improvement efforts for ongoing efficiency and effectiveness within the department and across ATS
  • Identify trends and patterns in service requests related to ticket volume, classification, and labor hours to find areas of improvement and report to management
  • Assist the manager with the team for optimal performance by communicating and clarifying expectations, monitoring and effectively communicating performance, coaching and mentoring for improvement and development, and rewarding employees for high performance
  • Ensure effective problem management processes are in place and followed to clearly identify root causes and prevent reoccurring problems
  • Develop strong working relationships with others throughout the entire organization, utilizing partnerships to help each area succeed and maximize ATS results
  • Continuously seek to improve departmental quality, efficiency, and productivity standards by creating, modernizing, and/or revising company processes, tools, and resources
  • Research and stay up to date on cutting-edge technology solutions to provide innovative and tailor-made solutions
  • Assist the manager with the department SOPs and system documentation
  • Set unified vision, goals, and direction with support from the manager
  • Manage team performance by communicating and clarifying expectations, monitoring and effectively communicating performance, coaching and mentoring for improvement and development, and rewarding employees for high performance with assistance from manager as needed
  • Demonstrate, by their daily actions, ATS Mission, Vision, and Values in a consistent, effective, and reliable manner
  • Support ATS' culture by aligning actions, behaviors, performance, and decisions in accordance with the Company's values as set forth in our All-Employee Competencies
  • Carry out managerial and leadership responsibilities in accordance with ATS' policies and applicable laws
  • Perform key All-Manager Responsibilities; Deliver High Business results, Build the Right Team, Manage for Optimal Performance and Develop Talent for Growth
  • Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required
  • Perform other duties and responsibilities as assigned

Requirements:

  • A 2–4-year degree in information technology, computer science, software development, or a related field, or equivalent combination of education and training
  • 2+ years of experience supervising staff involved with Help Desk operations within an organization
  • Experience in team building and collaboration with business leaders, 3rd parties, and internal staff
  • Demonstrated knowledge working in and improving a ticket-based environment
  • Strong planning and problem-solving skills; able to identify and resolve problems in a timely manner
  • Able to gather and analyze information and develop alternative solutions
  • Demonstrated ability to lead process improvement initiatives, implement change, and experience with purchasing
  • Outstanding coordination, facilitation, consultation, and conflict resolutions skills
  • Demonstrated experience in team building and collaboration with business leaders, 3rd parties, and internal staff
  • Strong interpersonal skills; able to establish trust and rapport with all levels of staff
  • Able to relate effectively to diverse cultures
  • Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment
  • Strong computer proficiency with Microsoft Office; Word, Excel, PowerPoint, Access, Outlook
  • Able to learn company-specific programs
  • Excellent knowledge and experience with installation and maintenance of Microsoft Windows, Office Suite, and other software packages
  • Excellent communication skills (written, listening, and verbal)
  • Must be able to demonstrate a proactive commitment to ATS corporate values and the success of all staff
  • Willing and able to travel infrequently, including overnight travel

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EEO and Affirmative Action Statement:

It is the policy of the ATS to provide for and promote equal employment opportunity in employment compensation and other terms and conditions of employment without discrimination based on age, race, creed, color, national origin, gender, sexual orientation, disability, marital status, Vietnam Era Veteran status, genetic predisposition, or carrier status.

The ATS designated person for issues concerning Affirmative Action/Equal Employment Opportunity is Director of Human Resources at 320-255-7400.

ATS is committed to assuring equal employment opportunity and equal access to services, programs, and activities for individuals with disabilities. It is the policy of the ATS to provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed.

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