User Support Help Desk Supervisor III Salary in Rochester, NY

User Support Help Desk Senior Supervisor - Average Salary $99,453

The User Support Help Desk Senior Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Supervises the staff and the day-to-day operations of an organization's technical help desk. Being a User Support Help Desk Senior Supervisor ensures the latest product/technical updates and policies are available and communicated to the team. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, User Support Help Desk Senior Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The User Support Help Desk Senior Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Working as a User Support Help Desk Senior Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.

User Support Help Desk Supervisor - Average Salary $84,753

The User Support Help Desk Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Supervises the staff and the day-to-day operations of an organization's technical help desk. Being a User Support Help Desk Supervisor ensures the latest product/technical updates and policies are available and communicated to the team. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, User Support Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The User Support Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Working as a User Support Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.

User Support Help Desk Supervisor I - Average Salary $85,522

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User Support Help Desk Supervisor II - Average Salary $85,522

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Help Desk User Support III - Average Salary $67,080

The Help Desk User Support III troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Being a Help Desk User Support III utilizes product information or solution database to research, troubleshoot, and deliver solutions. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, Help Desk User Support III advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. Being a Help Desk User Support III works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. Working as a Help Desk User Support III typically requires 3-5 years of related experience, or may need 2 years experience with additional specialized training and/or certification.