Help Desk Supervisor

Position Objectives:

Term of Employment:

Reports to:

Primary Responsibilities and Duties:

• Supervise Help Desk and desktop-support staff, conduct performance evaluations, make hiring and disciplinary decisions and salary recommendations, and facilitate staff meetings
• Assign work to technical staff to ensure timely and effective responses to user needs
• Monitor Help Desk operations and escalate help tickets to ensure clients’ problems are handled as expeditiously as possible
• Oversee desktop-support problems and resolutions to determine trouble trends or problem-support areas and ensure that support procedures are being followed
• Provide management reports on Help Desk operations and issues regarding the support of information resources on a weekly basis
• Work closely with department contacts on issues to improve customer relations and technical support
• Train Help Desk specialists on operational procedures and troubleshooting techniques
• Provide training on new hardware and/or software applications or technology solutions, as requested
• Maintain companywide software licenses, software inventory, cell phones, pagers, and maintenance contracts
• Coordinate equipment acquisitions, upgrades, and recycling, and recommend alternatives
• Work directly with customers to provide assistance and resolution to information technology issues
• Review help survey responses to ensure that correct technical responses have been made, and provide follow-up or redirection to support staff or management, as needed
• Follow up with customers on support issues to ensure that problems are resolved and customer service is improved
• Assist in daily operations, including answering phone calls and diagnosing computer problems
• Record information into the Help Desk application for tracking, analyzing, and reporting
• Maintain hardware inventory and asset tracking

Qualifications:

• Associate's degree (computer science or related field preferred) or an equivalent combination of education and experience required
• Previous operational and technical experience in a medium- to large-scale client/server environment with supervisory responsibilities required
• At least two years of experience performing support for operating systems (particularly Windows XP Professional) and desktops, including experience installing and troubleshooting a variety of business applications (some experience in Cisco environment preferred)
• Constant attention to customer service
• Ability to communicate with all levels of end-users (verbal and written)
• Excellent teamwork skills
• Excellent time-management and organizational skills
• Ability to use analytical skills when working toward solutions

To apply now, please click here. If you are unable to complete the online application, please mail your résumé and cover letter to:

Human Resources Department
501 Front St.
Norfolk, VA 23510