Position Title: Helpdesk Supervisor

Department: Information Technology

Location: Westwood

Summary: The Helpdesk Supervisor will develop and maintain technology standards based on industry best practices, manage a deskside technology roadmap, and architect new solutions based on business objectives. The candidate will be a self-starter, understand the demands of a busy Helpdesk, be a strong communicator, and deliver a world class customer experience.

Essential Duties and Responsibilities: 

• Hire, develop, and manage the performance of Helpdesk staff
• Serve as the technical escalation point for all Helpdesk issues including VIP support, and coordinate escalations to other technology departments
• Establish and maintain relationships with executives and end users to build trust and rapport
• Conduct team meetings to ensure tasks and deadlines are prioritized and assigned
• Monitor the ticketing system, ensuring SLA’s are being met, urgent requests are assigned, identify recurring/companywide issues, produce daily and ad-hoc reports and communicate the pulse of the Helpdesk to Senior Management at the end of each day
• Make recommendations for improvements and manage processes, policies, and procedures within the helpdesk
• Draft firm communications regarding maintenance, outages, and upgrades
• Build and maintain an Asset Management program
• Maintain daily and on-call schedules
• Travel to other locations will be required

IT Security & Disaster Recovery Responsibilities:

• Provide Helpdesk oversight to security incidents within the Helpdesk following established standard operating procedures and incident response plans
• Responsible for staff training on security tools, processes, and procedures
• Manage accounts and security groups within the following applications: Office 365, Active Directory, and MDM platforms
• Participate in planning around disaster recovery procedures and annual testing
  

Project Related Responsibilities:

• Work with IT Project Managers in assigning and delegating project related assignments
• Adjust Helpdesk resource workloads to meet project due dates
• Communicate with Project Managers on the status of deliverables 

Skills and Abilities:

• Understand the process of Windows desktop image creation and maintenance
• Familiarity of Tax or Accounting applications such as Datafaction, QuickBooks, Lacerte, Prosystem, etc.
• Professional Services experience is a plus
• Ticketing systems: Samanage (our current system), ServiceNow, Jira, Track-It, etc.
• Strong organizational skills, attention to detail, and good judgement
• Superior interpersonal communication skills
• Exceptional analytical and problem-solving skills
• Ability to work under pressure

Education Requirements:

A bachelor’s degree in IT or related field, or equivalent combination of education and work experience required. A minimum of 5 years of Helpdesk experience, and at least 1 year of experience in a senior helpdesk role.

Certifications (Preferred but not required):

• ITIL V4
• A+
• Network +
• Project +
• Security +

Posted On: Thursday, October 27, 2022