The IT Support Supervisor is responsible for overseeing the day-to-day operations of the IT help desk team, ensuring efficient and effective support for end-users. This role involves managing a team of IT support technicians, coordinating workflow, prioritizing projects and the scheduling of tasks, and ensuring that technical issues are resolved in a timely and satisfactory manner. The IT Support Supervisor will also collaborate with other IT teams to improve processes and enhance user experience.
Key Responsibilities:
Primary Responsibilities
- Provide leadership and direction to the IT help desk team, including performance evaluations, coaching, and mentoring.
- Schedule and assign tasks to support technicians, ensuring appropriate coverage during business hours.
- Foster a positive work environment that encourages teamwork and professional development
- Respond to escalated user inquiries and technical issues, ensuring prompt resolution and high levels of customer satisfaction.
- Collaborate with Account Management to define project scope, objectives, and deliverables.
- Lead in creating detailed project plans, timelines, and schedules.
- Coordinate and assist scheduling project team meetings, ensuring effective communication and collaboration.
- Continuously assess and improve help desk processes to enhance efficiency and effectiveness.
- Collaborate with other team members and departments to identify and implement proactive solutions to reduce the number of supports requests.
- Ensure the creation and maintenance of comprehensive documentation, including knowledge base articles, FAQs and user guides.
- Review and update standard operating procedures and training materials regularly.
- Generate and analyze help desk performance reports, identifying trends and areas for improvement.
- Provide regular reports to IT management on help desk metrics, including ticket volumes, resolutions times and user feedback.
- Work with external vendors and service providers for support and maintenance contracts, ensuring compliance with service level agreements.
- Organize training sessions for help desk staff to enhance technical skills and customer service capabilities.
- Act as a liaison between different departments, including technical teams, account management, and clients.
- Provide regular project status updates to management, highlighting achievements, issues, and risks.
- Facilitate clear and effective communication among team members to ensure everyone is informed about project developments.
Secondary Responsibilities
- Maintain accurate project documentation, including meeting minutes, project plans, status reports, and issue logs.
- Maintain client documentation in the internal knowledgebase
- Ensure that project documentation is organized, up-to-date, and easily accessible to the relevant parties.
- Assist in resource allocation and scheduling to ensure the right people are assigned to the right tasks.
- Prepare and distribute final project reports, summarizing achievements, challenges, and key outcomes.
Requirements
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
Proven experience in IT support, with at least 1 year in a supervisory or lead role.
Strong technical knowledge of hardware, software, and operating systems.
Excellent problem-solving and communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Customer-focused with a commitment to delivering high-quality support.
IT certifications (e.g., CompTIA A+, ITIL) are a plus.
Job Type: Full-time
Benefits:
401(k)
Employee discount
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Retirement plan
Vision insurance
Experience level:
2 years
Schedule:
8 hour shift
Monday to Friday
On call
Experience:
Management: 1 year (Preferred)
Supervisory or Lead Role: 1 year (Preferred)
Computer Science: 2 years (Preferred)
Work Location: In person
Employment type
Full-time
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