Client Support Supervisor

Overview

Summary/Objective 

The Help Desk Supervisor works closely with the Help Desk Manager and assigned Help Desk Technicians to ensure the success of the Help Desk department. 

Responsibilities

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Work with Help Desk Technical Specialists to ensure adherence to departmental and company standards with regard to the execution of their jobs.
• Be willing to take ownership of and load balance additional Help Desk supervisory responsibilities with the other Help Desk Supervisors (e.g., special teams, on-call rotation, onsite scheduling, subject matter experts, training programs, etc.…)
• Provide training on how to solve problems or tackle new challenges for Help Desk Technical Specialists.
• Review tickets currently assigned to Help Desk team members for attentiveness, accuracy, and quality of service being rendered.
• Host and attend meetings as necessary to communicate with and motivate staff.
• Document monthly or bi-monthly job performance check-ins with team members.
• Oversee activities of Help Desk Technical Specialists to ensure proper and efficient completion of departmental work.
• Be willing to take and work on tickets as necessary when the load or challenge gets too great for the Help Desk Technical Specialists.
• Be able and willing to take escalations calls from clients who wish to speak with a supervisor – hearing their concerns, empathizing with the situation, and working towards an agreeable solution with the client.
• Monitor real-time events and multi-task between various concurrent activities.
• Successfully relay concerns and suggestions from Help Desk Technicians to Help Desk Manager.
• Be able and willing to take escalations calls from clients who wish to speak with a supervisor – hearing their concerns, empathizing with the situation, and working towards an agreeable solution with the client.
• Ensure Help Desk Team is working to meet (or exceed) deadlines on assigned tasks set with the Project Management Team.
• Perform related work as required.

Competencies

• Technical Capacity.
• Problem Solving/Analysis.
• Communication Proficiency.
• Team Player.
• Good Decision Making.
• Work Independently.
• Time Management.
• Ability to Mentor.
• Employee Management.

Supervisory Responsibility

This position has direct reports and supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Position Type and Expected Hours of Work

This is a full-time position. Hours of work and days are variable, but typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Week-long on-call rotations are required and will possibly have an alternate work schedule. Occasional evening and weekend work may be required as job duties demand.

Travel

Infrequent travel is expected for this position.

Qualifications

Required Education and Experience

• Advanced understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Advanced understanding of principles and theories of network systems and management.
• Advanced understanding of Internet technologies and products.
• Advanced understanding of electrical safety procedures.
• At least four years of technical work experience or equivalent education/certifications.
• At least four relevant technical certifications (e.g., A , Network and Security ) or equivalent experience.
• At least two years of employee management work experience.
• Associate’s degree in computer science-related field.

Preferred Education and Experience

• Five or more years of technical work experience.
• Five or more relevant technical certifications (e.g., A , Network , and Security ).
• Five or more years of employee management work experience.
• Bachelor’s (or higher) degree in computer science-related field.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.