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IT Help Desk Supervisor

Company: Stratix Systems
Location: Bally
Posted on: February 22, 2021

Job Description:

IT Help Desk Supervisor
Come join our award-winning team and the Greater Reading Chamber Alliance's fastest growing business! The IT Help Desk Supervisor provides the leadership and strategic direction to the day-to-day operations of the IT Help Desk. Act as a technical and procedural escalation point and will ensure that Help Desk SLAs (service level agreement) and initiatives are being met. The overall objective is to maintain the highest possible service level for Stratix IT customers, both internal and external customers. To represent, support and hold others accountable to meet and exceed the company desired goals, company core values, and adhere to the company mission statement.
MAJOR DUTIES AND RESPONSIBILITIES include but are not limited to the following:

  • Provide exceptional leadership that supports and ensures our company core value "Environment" is represented in a professional, courteous, and polite manner that inspires others to want to be a part of the team.
  • Supervise, teach, train, and develop the help desk staff to their highest potential.
  • Coach technicians towards their goals - productivity, training, etc.
  • Hold technicians accountable for meeting training goals and assist Management with creation of new goals.
  • Become exceptionally proficient in our ConnectWise ticketing system and competent at training and developing others in the ticketing system.
  • Ensure efficient and effective resolution of tickets and service boards daily.
  • Review technician time sheets for accuracy and equitable billing.
  • Hold weekly 1:1 meeting with the Help Desk team to keep them accountable to achieving desired company goals.
  • Maintain appropriate coverage & schedule for the Help Desk team.
  • Manage and approve help desk technician time off in a way that keeps the help desk response time at company desired goals.
  • Act as a technical escalation point for issues coming from the Help Desk, providing guidance/training as possible.
  • Act as a procedural escalation point for issue and questions from the Help Desk.
  • Act as a second-level escalation for dissatisfied customers.
  • Participate in the on-call/emergency support process.
  • Provide oversight of the Support service board, including monitoring aged tickets and total count. Provide oversight of the ticket triage process, including following up with clients and getting feedback.
  • Monitor success rate of achieving SLAs and make necessary scheduling changes to increase that rate.
  • Run weekly Help Desk team meeting reviewing the week and any new/updated initiatives or procedures.
  • Maintain certifications and stay abreast of the industry trends to ensure the help desk is on the cutting edge and next generation type services.
  • Provide input toward development and refinement of Help Desk processes.
  • Work with Management to develop and document new Help Desk processes.
  • Work with management to implement new Help Desk processes as they are announced.
  • Perform other duties as assigned and as directed by management.
    • Bachelor's degree in computer science, information systems, or related field is required.
    • Equivalent and relevant combination of education and experience will be considered.
    • Candidates should have at least five years of supervisory experience.
    • Candidates should have at least five years of senior technical experience in a managed services or consulting role.
      • Proficient in use of standard office software, ticketing systems, and reporting applications.
      • Advanced MS Office skills, specifically with Excel and PowerPoint.
      • Proficient in troubleshooting Windows Server and Desktop operating systems.
      • Proficient in troubleshooting server and desktop hardware.
      • Proficient in troubleshooting networking and firewall issues, including SonicWALL, HPE/Aruba, ADTRAN, and Cisco.
      • Proficient in troubleshooting VMWare and Hyper-V hypervisors.
      • Familiar with various MSP tools (PSA, RMM, etc.)
      • Familiar with managing various SaaS services, including Microsoft 365, spam filtering, managed AV, etc.
      • Familiar with Lenovo server and desktop hardware.
        • Valid PA Driver's License with ability to be insured.
        • Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.) are preferred
        • Candidates will be expected to continue to earn industry certifications as part of this position. Stratix Systems is a B2B single-source partner that delivers strategic end-to-end services and solutions based on distinct, yet complementary practices, including:
          • Managed IT and Cloud-hosted Services
          • Data Backup and Business Continuity Applications
          • Electronic Content and Document Management Solutions
          • Business-class Printing and Imaging Devices As an independent business technology integrator, Stratix Systems builds solutions focused around our top tier channel partners, including: Microsoft, Dell, Ricoh, Datto and others. Having become the partner-of-choice for thousands of organizations throughout Eastern Pennsylvania and New Jersey, Stratix Systems firmly believes that with the right people on board, anything is possible. We have an unwavering commitment to our clients, partners and associates, and we attract and hire only the best to deliver on our commitments. Stratix is an equal-opportunity employer. For more information, please visit our website at .

Keywords: Stratix Systems, Allentown , IT Help Desk Supervisor, Other , Bally, Pennsylvania

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