Help Desk Supervisor 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. Being a Help Desk Supervisor 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. Additionally, Help Desk Supervisor 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. The Help Desk Supervisor 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. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Help Desk
Job Title: Product Support Specialist
Location: Eldersburg, MD
Coverage area: Mid-Atlantic and surrounding areas
Department: Service (Operations)
Reports to: Operations Manager and Service Coordinator
FLSA Status: Hourly, Non - Exempt
SUMMARY:
The Help Desk and Product Support Specialist provides customer service and system support in person and/or by telephone to customers nationwide from our Mid-Atlantic offices. Support is telephone and computer based with some in-person support for our clients. Specialist is responsible for managing phone calls, emails and support tickets within our ticket management system by our clients and employees. Works with upper-level support to troubleshoot/setup/configure car access systems to include LAN (Local Area Networks). Effectively understands and troubleshoots basic setup of credit card configuration within the PARCS (parking access & revenue control system) network. Excellent customer service support skills and communications are a must.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
QUALIFICATIONS:
This is an experienced level position within the Service Department. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) or equivalent and two (2) years of training/experience in related field (network or systems administration) required, or equivalent combination of education and experience.
Familiarity with ERP software is advantageous. Proficiency in using a software-based ticketing management system is also beneficial. Possessing professional certifications is an added advantage.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid Driver's License, in state of residence.
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. While performing the duties of this job, the employee is frequently required to drive motor vehicle; sit; stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop; kneel; crouch; or crawl; and talk; or hear. The employee must frequently lift and/or move more than fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, and depth perception; standing for long periods of time; climbing ladders, stairs, ramps; handling and assembling small parts, use of a variety of tools and equipment such as power construction equipment, measuring devices, power tools, and testing equipment including oscilloscopes, ammeters, and computers/digital equipment.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and/or automobiles. The employee is occasionally exposed to wet and/or humid conditions; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock. The noise level in the work environment is usually moderate to occasionally loud.
TRAVEL:
There may be occasional travel outside of the employee’s regular region; this travel may be by airplane or vehicle and will be planned with as much advanced notice as possible.
SCHEDULE:
Monday through Friday – Available 8am – 5pm. Saturday and Sundays – Possible with advance notification.
The general hours of the position are Monday through Friday (8 a.m. to 5 p.m.); however, the expectation is that you be flexible to work as the needs of the business require. This may require occasional overtime; working on Saturday/weekends; and/or before or after the hours of 8 a.m. to 5 p.m.
Technicians are required to be on an on-call rotation for one week per month. The supervisor will give as much advance notice as possible and try to evenly distribute hours based on business needs among the employees with skills, knowledge and ability for the work that needs to be accomplished.
Job Types: Full-time, Permanent
Pay: $45,000.00 - $60,000.00 per year
Benefits:
Experience level:
Schedule:
Work Location: In person
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