| Help Desk Supervisor |
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| Also referred to as: Help Desk Supervisor, Help Desk Operations Supervisor I, User Support Help Desk Supervisor I, IT/IS Help Desk Supervisor I |
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| Requirements and Responsibilities |
| Supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. |
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| Similar Jobs: Help Desk Senior Manager, Help Desk Manager, Help Desk Senior Supervisor, Help Desk Director, Help Desk Support Specialist II, Help Desk Support Specialist I, Help Desk Support Specialist III, Help Desk Support Specialist IV, Front Desk Supervisor |
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| Level of Education: Help Desk Supervisor Salaries with an Associate's Degree, Help Desk Supervisor Salaries with a Bachelor's Degree, Help Desk Supervisor Salaries with a Master's Degree or MBA, Help Desk Supervisor Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
