Contract-to-hire
About the Role:
We are seeking an experienced Helpdesk Supervisor to lead our IT support team and ensure efficient and effective delivery of technical support services. As a Helpdesk Supervisor, you will play a crucial role in overseeing the daily operations of the helpdesk, managing escalations, and maintaining a high level of customer satisfaction. Experience with ServiceNow is essential, as it is the platform we use to manage and track incidents, requests, and changes.
Key Responsibilities:
- Supervise the helpdesk team to ensure timely and effective resolution of IT support tickets, incidents, and requests.
- Serve as the escalation point for complex technical issues, ensuring prompt resolution and minimal downtime.
- Oversee and optimize the use of ServiceNow for ticket management, reporting, and workflow automation.
- Develop and maintain helpdesk performance metrics, generating reports to identify trends and areas for improvement.
- Train, mentor, and evaluate helpdesk staff, fostering a collaborative and customer-focused environment.
- Collaborate with other IT departments to align helpdesk operations with overall IT strategies and initiatives.
- Ensure adherence to established SLAs (Service Level Agreements) and recommend adjustments to improve service quality.
- Manage the onboarding and offboarding process from a technical perspective, ensuring smooth transitions.
- Stay up-to-date with emerging technologies and best practices to continuously enhance the helpdesk function.
Qualifications:
- Experience: 1-3 years in an IT support/helpdesk environment, with at least 1 year in a supervisory role.
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Technical Skills:
- Proficiency in ServiceNow for incident and request management.
- Strong knowledge of IT support best practices, tools, and methodologies.
- Familiarity with Windows, Mac, and mobile operating systems.
- Understanding of networking concepts, hardware troubleshooting, and software support.
- Leadership Skills: Proven ability to lead a team, manage workloads, and handle escalations effectively.
- Soft Skills: Excellent communication, problem-solving, and organizational skills.
Preferred Qualifications:
- ITIL certification or familiarity with ITIL frameworks.
- Experience implementing or optimizing ServiceNow workflows.
- Knowledge of cybersecurity principles and practices.
