We are offering an exciting opportunity for a Help Desk Supervisor in Grand Island, Nebraska! In this role, you will supervise the help desk team, manage incidents, and optimize the support processes. Your key function will be to ensure efficient and effective customer support, maintain customer satisfaction, and enhance the help desk operations with your knowledge of various technologies. Please apply now, call 319-362-8606, or for immediate response email your resume direct to myself: Shawn M Troy - Technology Practice Director with Robert Half (additional contact information is on LinkedIn).
Having experience managing or supervising a help desk is very important. Must have experience with Help Desk flows and basic ITIL knowledge. Some light travel will be required to stay in touch with the team. Onsite 5 days a week!!
Responsibilities:
• Oversee daily operations of the help desk team, ensuring efficient and timely customer support.
• Handle T1/2 incidents, ensuring they are resolved promptly.
• Implement strategies to enhance support processes, boosting efficiency and customer satisfaction.
• Mentor and guide a team of support technicians, providing feedback and coaching to enhance their performance.
• Maintain high levels of customer satisfaction by ensuring all issues are resolved appropriately.
• Leverage your expertise in Cisco Technologies, Dell Technologies, Active Directory, and Computer Hardware to improve our help desk operations.
• Monitor the performance of the team, providing constructive feedback and coaching.
• Collaborate with other teams and departments to enhance customer support across the organization.
• Stay abreast of the latest trends and developments in the industry to ensure our help desk operations align with industry standards.
• Develop and implement strategies to improve the overall efficiency and effectiveness of our help desk operations.
