IT Help Desk Supervisor

Who We Are: 

From Georgia. For Georgia.  Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service.  From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs.  This all starts with our greatest asset…our employees.

What You Will Be Doing: 

As the IT Help Desk Supervisor, you will oversee the day-to-day operations of the help desk, ensuring efficient service delivery, effective problem-solving, and expectational customer support.

Primary Responsibilities: 

• Team Leadership and Management
  • Supervisor Staff: Lead and manage the service desk team, including hiring, training, and coordinating work schedules. 
  • Performance Coaching: Support and coach team members on effective methods for researching, troubleshooting, and delivering solutions. 
  • Guidelines and Procedures: Establish and enforce guidelines and procedures for escalating customer issues and maintaining expected service levels. 
• Service Desk Operations
  • Issue Resolution: Personally handle escalated calls and complex issues, ensuring timely resolution. 
  • Metrics and Reporting: Monitor staff performance, track support metrics, and report on key performance in indicators (KPIs). 
  • Customer Interaction: Connect with customers, address their concerns, and maintain high levels of customer satisfaction. 
  • Work Request Management: Oversee incoming work requests, prioritize tasks, and delegate responsibilities. 
• Process Improvement
  • Standard Operating Procedures: Develop and implement standard operating procedures (SOPs) for the service desk team. 
  • Efficiency Enhancement: Identify areas for improvement, streamline processes, and enhance team efficiency. 
  • Continuous Learning: Stay updated on industry best practices and emerging technologies. 
• Collaboration and Communication
  • Cross-Functional Coordination: Collaborate with other IT teams, including network administrators, system administrators, and developers. 
  • Effective Communication: Communicate clearly with team members, end-users, and management. 
  • Documentation: Maintain accurate records of incidents, resolutions, and process changes. 

Additional Responsibilities: 

• Participate in required safety program, and work in a safe manner. 
• Additional duties as assigned by manager. 

Who We Are Looking For: 

To be successful in this position you should have leadership and service desk skills, preferably within an IT environment. You should possess excellent communication and interpersonal abilities.  Familiarity with help desk systems, tools, and processes is required for this position as well.

Education/Experience:

• High School Diploma or related equivalent required.
• Bachelor’s Degree from a four-year college or university or certification in computer science or a related field is a plus, though not required
• Minimum of 3 years of experience in a technical support or service desk role.

Required Qualifications/Skills: 

• Technical
  • Familiarity with help desk systems, tools, and processes. 
  • Understanding of ITIL (Information Technology Infrastructure Library) principles. 
  • Knowledge of incident management and ticketing systems. 
  • Experience supporting common IT systems such as Windows, Office, Office365, Sharepoint, etc. 
• Leadership 
  • Strong leadership skills, including coaching, mentoring, and conflict resolution. 
  • Ability to motivate and inspire a team. 
• Customer-Centric Approach 
  • Excellent customer service skills. 
  • Empathy and patience when dealing with end-users. 
• Experience successfully managing analytically rigorous corporate initiatives. 

Values

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude 

What We Offer:

Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off

• Paid Holidays
• Paid Sick Leave 

Career Development

• Tuition Reimbursement
• Ongoing Training 
• Advancement Opportunities