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

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