Help Desk Supervisor
Quick Apply 1 hour ago Full Job Description Myriad Advisor Solutions, located in Waukee, Iowa, is seeking a client-focused yet team-oriented, technically astute, and engaged Help Desk Supervisor to join our Tech team! This is a hands-on position that will drive technology projects, manage help desk tickets, and promote positive client relations.
The Help Desk Supervisor will also focus on leading, coaching, and developing a team of help desk technician on-site.
The ideal candidate will be familiar with interacting directly with customers, providing hands on tech support, and is someone who has a passion for leading a team towards continued growth and success.
A Glimpse of the Position
Responsibilities:
Manage the processing of incoming calls to the Help Desk via telephone, e-mail, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
Delegate and manage incoming client helpdesk requests via multiple channels, primarily phone calls; Assist with escalated and/or sensitive client technical support issues in a timely manner Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Oversee the efficiency of all IT personnel and maintain knowledge of all job functions Perform daily and weekly reviews of team performance related to ticket closure rates and customer satisfaction; communicate results on a regular basis to IT Director; Perform regular quality control reviews on all team deliverables including but not limited to documentation, client communications, system configurations and project outputs Manage shift scheduling, vacation time and sick time, ensuring adequate support coverage for Myriads' clients Encourage and support personal and professional growth of the Tech Support Team; lead by example through display of personal knowledge advancement and skill growth; Identify staff development and training needs; proposes training sessions; aid in the creation and implementation of continuous knowledge sessions Required
Qualifications:
Associates degree preferred; completed college coursework in conjunction with work experience will also be considered Minimum of two years of supervisory or management experience; Two years of hands on tech support experience required Advanced knowledge of Microsoft Windows (7 and 10), Microsoft Office, and a willingness to learn new operating systems First-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients Desired Traits:
Excellent oral, written and interpersonal communication skills; strong professional phone etiquette Excellent planning and organizational skills, ability to adequately handle multiple projects/requests in parallel, effective follow-up, deadline focused Detail oriented and demonstrates a commitment to accuracy by delivering high quality work consistently Ability to listen, quickly discern key information from a given situation, evaluate options and quickly provide pragmatic, practical, and simple/cost-effective solutions Ability to utilize problem-solving skills, creativity, and critical thinking Benefit Highlights:
Competitive Compensation Leading benefits package to include Medical, Dental, Group Term Life, Voluntary Vision, STD, LTD, and Term Life Paid Vacation and Sick Time Paid Holidays Employee Assistance Program Casual Dress Code We use Paycor Recruiting and communicate through their systems.
At times, your email may block our communications.
Please be sure to check your SPAM or PROMOTIONS inbox so that you do not miss critical information about our process, including scheduling.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Help Desk Supervisor will also focus on leading, coaching, and developing a team of help desk technician on-site.
The ideal candidate will be familiar with interacting directly with customers, providing hands on tech support, and is someone who has a passion for leading a team towards continued growth and success.
A Glimpse of the Position
Responsibilities:
Manage the processing of incoming calls to the Help Desk via telephone, e-mail, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
Delegate and manage incoming client helpdesk requests via multiple channels, primarily phone calls; Assist with escalated and/or sensitive client technical support issues in a timely manner Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Oversee the efficiency of all IT personnel and maintain knowledge of all job functions Perform daily and weekly reviews of team performance related to ticket closure rates and customer satisfaction; communicate results on a regular basis to IT Director; Perform regular quality control reviews on all team deliverables including but not limited to documentation, client communications, system configurations and project outputs Manage shift scheduling, vacation time and sick time, ensuring adequate support coverage for Myriads' clients Encourage and support personal and professional growth of the Tech Support Team; lead by example through display of personal knowledge advancement and skill growth; Identify staff development and training needs; proposes training sessions; aid in the creation and implementation of continuous knowledge sessions Required
Qualifications:
Associates degree preferred; completed college coursework in conjunction with work experience will also be considered Minimum of two years of supervisory or management experience; Two years of hands on tech support experience required Advanced knowledge of Microsoft Windows (7 and 10), Microsoft Office, and a willingness to learn new operating systems First-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients Desired Traits:
Excellent oral, written and interpersonal communication skills; strong professional phone etiquette Excellent planning and organizational skills, ability to adequately handle multiple projects/requests in parallel, effective follow-up, deadline focused Detail oriented and demonstrates a commitment to accuracy by delivering high quality work consistently Ability to listen, quickly discern key information from a given situation, evaluate options and quickly provide pragmatic, practical, and simple/cost-effective solutions Ability to utilize problem-solving skills, creativity, and critical thinking Benefit Highlights:
Competitive Compensation Leading benefits package to include Medical, Dental, Group Term Life, Voluntary Vision, STD, LTD, and Term Life Paid Vacation and Sick Time Paid Holidays Employee Assistance Program Casual Dress Code We use Paycor Recruiting and communicate through their systems.
At times, your email may block our communications.
Please be sure to check your SPAM or PROMOTIONS inbox so that you do not miss critical information about our process, including scheduling.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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