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Tier III Service Desk Supervisor

Job Title: Tier III Service Desk Supervisor
Description
The Tier 3 Service Desk Supervisor will assist with coordination of the day-to-day operations of the help desk as well as serve as a key client resource. This position is responsible for organizing tasks, resources, and schedules to meet client needs. It also includes installing and supporting end user computing devices.
Essential Functions and Responsibilities:

  • Assists with the coordination of the day-to-day operations of the Help Desk with the direction of the Senior IT Manager
  • Organize tasks, resources, and schedules (including PTO) to meet requirements of assignments, meet deadlines in order of importance to the firm or its clients
  • Monitor the progression and completion of client network Health Checks.
  • Provide direction to other Help Desk technicians in solving more advanced user problems and inquiries
  • Document hardware and software used by employees and clients
  • Manage inventory of spare equipment
  • Become an expert in hardware and software used by employees and clients
  • Communicate with employees and clients in a timely and professional manner
  • Manage and meet deadlines/schedules for the installation of new devices and software for clients and employees
  • Follow up with employees and clients to ensure their needs are met and that support issues have been resolved to their satisfaction
  • Keep managers and/or shareholders informed of situations that have escalated due to employee/client requirement or lack of ability to resolve before they become a crisis
  • Work with minimal direction or supervision; act independently
  • Is flexible with changes in priorities, deadlines, and unexpected assignments
  • Work hours necessary to meet deadlines for work assigned

Requirements
Required Qualifications:

  • Minimum three years of IT Help Desk support experience
  • Strong technical knowledge and skills
  • Demonstrated customer service aptitude
  • Strong interpersonal and relationship building skills
  • Excellent verbal and written communication skills

Preferred Qualifications:

  • Certifications or formal technical education
  • Prior experience in an IT supervisory role
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