Help Desk Supervisor

Company Description: we are a leading managed IT service provider based in Portland, Oregon. We specialize in delivering exceptional IT solutions and support to a diverse client base. Our commitment is to create a supportive, innovative work environment, and we are looking for a remote Help Desk Supervisor to strengthen our team.

Job Summary: The Help Desk Supervisor will oversee the daily operations of our help desk team, including supervising staff, ensuring customer satisfaction, maintaining high service standards, and managing dispatch, SLA enforcement, escalations, and quality control. The ideal candidate will possess strong leadership skills, in-depth understanding of IT support processes, and the ability to optimize team performance in a fast-paced setting.

Key Responsibilities:
1. Team Leadership and Management: Supervise, train, and mentor help desk staff, ensuring the team delivers exceptional technical support and customer service.
2. Operational Excellence: Oversee dispatch operations, ensuring efficient allocation of resources and timely response to service requests.
3. SLA Enforcement: Monitor and enforce service level agreements (SLAs) to guarantee compliance and high service standards.
4. Escalation Management: Handle and resolve escalated customer issues effectively, ensuring customer satisfaction and issue resolution.
5. Quality Control: Implement and maintain quality control procedures to ensure the highest standards of service and support.
6. Reporting and Documentation: Maintain accurate records and prepare regular reports on help desk operations, service levels, and customer interactions.
7. Process Improvement: Continually evaluate and enhance help desk processes and tools to boost productivity and service quality.
8. Technical Expertise: Keep abreast of the latest IT trends and technologies to provide informed support and advice to team members and clients.

Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 3 years’ experience in a help desk or technical support role, with at least 1 year in a supervisory capacity.
• Proven experience in dispatch management, SLA enforcement, handling escalations, and implementing quality control measures.
• Strong knowledge of computer systems, networks, and software, particularly [specific systems or software used in your company.
• Excellent problem-solving, leadership, and customer service skills.
• Effective communication and interpersonal abilities.
• Ability to work under pressure and manage multiple priorities.

Benefits:
• Competitive salary
• Paid time off and holidays
• Professional development opportunities

How to Apply: Submit your resume and a short video introduction detailing your experience and suitability for this position to Click to view.