Role: IT Support Supervisor
Position Type: Direct Hire, Full Time
Annual Salary: $70-80K
Location: Wenatchee Metropolitan - 100% onsite
Are you driven by a desire to make a real impact? Do you have a curious nature and enjoy exploring innovative solutions? If you're self-motivated and uphold strong ethical values, this opportunity as a IT Support Supervisor could be the perfect role for you.
As a key leader in the IT support team, you'll oversee the help desk's daily functions, managing a group of technicians while ensuring top-tier customer service. Your role will be pivotal in maintaining system performance and ensuring technical reliability across the organization. With thousands of users relying on you, your leadership will be essential in setting high standards, delivering effective solutions, and pushing for continuous improvement. Strong communication and leadership skills are vital in making this role a success.
Responsibilities:
- Lead and Supervise Help Desk Team: Manage a team of four IT support technicians, guiding them to deliver high-quality service.
- Training and Development: Develop and implement training programs to enhance both technical skills and customer service.
- Performance Management: Track help desk performance metrics to ensure compliance with service level agreements and established standards.
- Process Optimization: Design and maintain efficient workflows, systems, and escalation procedures to improve help desk operations.
- Escalation Management: Resolve complex support issues, ensuring prompt resolution for advanced technical challenges.
- Technical Support: Provide support for desktop hardware and software to ensure seamless operations.
- Standard Operating Procedures: Create, update, and maintain SOPs to ensure consistent and effective help desk practices.
What You Bring:
- Experience: 3-5 years of IT experience managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments.
- Education: Bachelor's degree in computer science, Information Systems, or related field, or equivalent work experience.
- Technical Expertise: Strong knowledge of desktop environments, networking, and Microsoft Office technologies. Proficiency in Windows and virtual server configurations.
- Certifications: Microsoft and Cisco certifications are preferred.
- Leadership: Proven experience in managing and leading a help desk or service desk team.
- Communication: Excellent communication skills, capable of interacting with employees at all levels.
- Self-Motivation: A proactive, self-directed work style with the ability to work independently.
- Language Skills: Bilingual proficiency in English and Spanish is a plus.
Perks & Benefits
- Comprehensive benefits including medical, dental, and vision coverage
- Short- and long-term disability insurance
- Flexible Spending Accounts (FSA)
- Life insurance
- 401(k) with matching
- Paid holidays and time off
- Performance incentives
- Opportunities for career growth and skill development
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
