Helpdesk Supervisor - Technical
DirectedLINK
- Westwood, CA
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