Help Desk Supervisor

Profile

Job Title:
Help Desk Supervisor
$60000 - $75000 / year
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Support Services
Directly supervise support agents: scheduling, coaching, training, monitoring calls, and conducting performance reviews
Manage the processing of incoming calls/tickets to the help desk system via telephone, e-mail, and web entry to ensure courteous, timely, and effective resolution of end user issues
Accept escalations and provide guidance to other Help Desk analysts when required
Maintain up-to-date skills for all POS hardware and software troubleshooting
Design and enforce request handling and escalation policies
Track and analyze trends in help desk requests, generate statistical reports and identify areas of concern
Communicate approved policies and procedures to support team and ensure compliance
Manage tasks and service levels for internal team, 3rd party vendors and on-site service providers
Monitor the call queues and open ticket logs to ensure service level agreements are met
Escalate high-priority calls where restaurant operations is heavily impacted to ensure appropriate level of urgency and response
Maintain knowledgebase with current and updated information; approves and supervises edits to information
Recommend change to policies and procedures in helpdesk service as necessary and may participate in the development and implementation of such changes
Review agent productivity reports, recognizing the “what”, “how” and “why” and coaches to maintain/improve metrics.
Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department and the restaurants.
Provide daily, weekly and monthly Help Desk, Field Service and Depot Repair reports. Conduct quarterly reviews and work with leadership to initiate corrective action on any deficiencies.
Define triage procedures and populate and maintain knowledge base to be used in troubleshooting and correcting problems
Have a genuine desire to help people become their best
General Responsibilities
Set a high standard for all department personnel to ensure smooth operations, well-respected by its users as responsive, accurate, and high quality.
Work with management and staff to ensure position redundancy, expectation management, team building, knowledge transfer and low employee turnover
On-call availability during off-peak hours to respond to support service issues
SUPERVISORY RESPONSIBILITIES:
Supervise internal help desk agents
QUALIFICATIONS:
An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE:
Bachelor’s Degree in Computer Science, Business Administration or related field required, or equivalent experience
Minimum 5 years of retail systems experience required
Minimum 3 years of Help Desk experience required
Minimum 3 years of supervisory or management experience required.
Minimum 2 years of Information Systems project leader/manager experience required.
Business systems knowledge required, including POS, sales, labor, cash, inventory and system exports/imports.
Certifications preferred (ITIL, Microsoft, A , Network , etc.)
SPECIAL SKILLS:
Positive 'can-do' attitude, energetic, enthusiastic, with professional business-like appearance
Ability to deal with customers of all temperaments; possess the ability to maintain appropriate communication with customers over the phone or via email
Sharp listening, creative questioning and good note-taking skills to gain a clear understanding of the software application and needs, to provide an effective solution
Must have the ability to express ideas persuasively and clearly
Must have good written and oral communication skills
Must have strong analytical skills
Must be able to document and present technical issues to be understood at a user level
Bilingual capabilities (English/Spanish) are encouraged
COMPUTER SKILLS:
Microsoft Word, Excel, PowerPoint, Access, Outlook, and Visio
Help Desk software applications (ServiceNow preferred)
Working knowledge of Retail/Restaurant POS and BackOffice software systems
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, or hear. The employee frequently is required to use hands to handle or feel, and also to reach with hands and arms. The employee is occasionally required to stand and walk.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Temperature controlled office
The noise level in the work environment is low to moderate
Some travel will be required
Extended hours as needed
EQUIPMENT USED:
Computer, fax, calculator, copier, phone, mobile phone, tablet
IND 005-009

Company info

Sign Up Now - HelpDeskCrossing.com