The IT Helpdesk Supervisor is responsible for leading a team of 15-20 IT Helpdesk Reps initially transforming in 50 Reps by the end of 2022. The Supervisor is responsible for managing the team to high levels of efficiency and quality, while maintaining a positive work environment. 

Role and Responsibilities

• Collaborate with peer IT teams and help to continuously improve end user productivity
• Analyze incoming tickets, oversee team queues, and ensure service is meeting internal SLAs
• Responsible for ensuring that users are provided efficient and SLA-based support on a 24/7 basis
• Develop, measure, and report KPIs to ensure the team is operating at a high level and meeting or exceeding goals
• Manage the support all desktop hardware (computers, monitors, printers, scanners, etc), mobile technology (laptops, phones, tablets, device enrollment in MDM), and end user software.
• Research and drive technologies to continuously improve helpdesk service
• Continually seek opportunities to increase customer satisfaction and strengthen client relationships at all levels of the organization
• Interface with Sr. Management on business requirements/goals and translate them into technical specifications with solution proposals
• Plan and establish priorities and manage resource allocation
• Act as escalation point for complex and urgent issues
• Lead content development and curation of the IT knowledge base
• Administer Microsoft Office365, Office 365, OneDrive, SharePoint, File Sharing, MDM, etc
• Experience overseeing the helpdesk operations for a professional organization
• Experience managing a budget, include forecasting and tracking expenses
• Experience formally supervising staff, including ability to lead effectively through coaching and development
• Experience overseeing user account provisioning
• Experience in gathering, analyzing, and reporting on performance data
• Demonstrated ability to establish and monitor customer service standards
• Performs other duties as assigned

Skills and Qualifications

• BS degree in CS, IT
• 2+ years of Supervisory experience with 7 years of IT helpdesk experience in total
• Excellent Customer Service skills and a demonstrated success exceeding customer expectations
• Solid understanding of IT enterprise technologies, including server and desktop hardware/operating systems
• Strong communication (verbal and written) and customer handling skills
• Proven track record of developing and providing SLAs and Service Desk deliverables
• Ability to work in a fast-paced environment
• Strong detail orientating and time management skills

**All individual’s starting employment with Digital Prima must submit proof of being fully vaccinated, prior to their first day of employment.