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Technical Support Supervisor

2 months ago

Ogden, Utah, United States Stealth Full time

Position: Help Desk Manager

Location: Hybrid

The Help Desk Manager will assume a pivotal role in overseeing the daily functions of the Support Technician team. The primary focus will be on effectively managing the Support Desk and ensuring that issues and requests are addressed promptly and efficiently. Under the guidance of the VP of Information Security, the Help Desk Manager will provide daily support to team members in customer service, ticket management, and the resolution of technical support challenges.

Key Responsibilities:

  • Oversee Daily Operations: Organize schedules, verify time records, manage the ticketing system, assign or reassign tickets as necessary, and delegate customer service responsibilities to ensure seamless operations. Responsible for establishing and reporting on key performance indicators (KPIs) for the support team.
  • Engage with Customers: Interact directly with end-users, third-party vendors, and partners as required.
  • Manage Client Escalations: Serve as the first point of contact for all client escalations, ensuring swift and effective resolutions through strong negotiation and listening skills.
  • Train and Develop Team Members: Provide continuous, real-time training and support, fostering a culture of growth and expertise. Assist team members facing challenges by offering peer coaching on operational tasks and soft skills.
  • Participate in On-call Duties: Offer support to internal users, conduct initial troubleshooting, and escalate critical issues to higher-level administrators or engineers.
  • Administer Halo ITSM: Manage the Halo ITSM platform, including the creation and modification of forms, FAQs, workflows, etc. Responsibilities encompass request fulfillment, incident management, access management, change management, asset management, and knowledge base management.
  • Ensure Team Alignment: Maintain alignment with established goals, guidelines, and objectives. Lead by example in adhering to company policies, standards, and values.
  • Feedback and Improvement: Regularly provide constructive feedback to the help desk team and collaborate with other departments to identify, recommend, develop, and implement process improvements to enhance customer experience and team efficiency.
  • Special Projects: Take ownership of or assist with special projects as assigned, along with additional responsibilities as necessary.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or a related field; additional education is a plus.
  • 3-5 years of progressive IT work experience.
  • 2 years of experience in a leadership role, demonstrating the ability to delegate tasks and direct projects to completion.
  • Comprehensive knowledge of personal computer operating systems and software, including Mac and Windows environments.
  • Ability to define technical issues, analyze root causes, research solutions, and implement corrective actions with minimal guidance.
  • Strong verbal and written communication skills, with the ability to draft effective business correspondence.
  • Capability to work independently and collaboratively under tight deadlines and shifting priorities.
  • Experience in a call center environment is advantageous.