Help Desk Supervisor jobs in Buffalo, NY
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)
Recently Added Help Desk Supervisor jobs
Sr. Help Desk Engineer
- CINQCARE
-
Buffalo, NY
FULL_TIME
-
CINQCARE
Senior Help Desk Support Engineer
Position Description
Overview
The Senior Desktop Support Engineer reports to the IT Service Desk Manager with accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence decisions, and directly to meet CINQCARE requirements. This engineer is a crucial role that provides technical support to end-users, handles complex incidents and service requests, and ensures high levels of customer satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the Tier 1 level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast-paced environment.
They should embody CINQCARE’s core values, including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At CINQCARE, we don’t have patients or customers – we have Family Members.
Job Responsibilities
The Senior Desktop Support Engineer will have the following responsibilities:- Experience Imaging computers and creating a new image (windows OS and adding software packages and business applications as needed)
- Experience in Microsoft O365 Admin center
- Experience with Asset Management
- Experience with User Communications
- Willing to travel to New York City, and Buffalo, NY on short notice to help with complex IT issues. Relating to computer hardware, software, OS and networking issues. Must resolve the computer problems 100%.
- Maintains detailed and up-to-date licenses and hardware/software inventory.
- Creates technical and end-user documents and maintains a knowledge base in the ticketing system.
- Conducts training on new processes, procedures, technology, and best practices.
- Provides rapid responses and ownership of issues and requests reported by end users via Microsoft Teams chat, telephone, or email.
- Ability to provide customer service, with a high level of communication with staff.
- Supports conference room technology as needed for remote meetings, utilizing Zoom / Teams
- Supports Windows and MacOS devices remotely, using remote management software.
- Performs general technical support and troubleshoots software, hardware, and cabling.
- Performs installs, moves, additions, changes, and depreciation of technical hardware.
- Responsible for logging, tracking, and reporting incidents through resolution using ticketing system.
- Manages printer installation, configuration, and trouble shooting.
- Provides end-user training & education on technologies, best practices, and company policies.
- Provides second-level technical support to end-users, ensuring all incidents and service requests are resolved within SLAs.
- Analyzes and troubleshoots complex hardware and software issues that cannot be resolved at the Tier 1 level.
- Develops and maintains a knowledge base to document solutions to common issues.
- Collaborates with other IT teams to provide solutions to complex technical issues.
- Mentors and trains Tier 1 support staff on resolving technical issues and providing excellent customer service.
- Conducts root cause analysis of recurring incidents and recommends improvements to prevent future occurrences.
- Participates in ongoing IT projects and initiatives.
- Ensures all support interactions are professional and customer-focused.
- Administers multiple SaaS platforms i.e., Microsoft Azure, Microsoft 365, and other company applications.
- Troubleshoot issues on Mobile Devices.
General Duties
The Senior Desktop Support Engineer will have the following duties:- Leadership: The Senior Desktop Support Engineer will lead in defining and executing strategies and solutions to create business value in [area], including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes.
- Strategy: The Senior Desktop Support Engineer will establish the business strategy and roadmap: (1) improve outcomes for CINQCARE Family Members; (2) enhance the efficacy of other CINQCARE. business divisions; and (3) develop and deliver external market opportunities for CINQCARE products and services. In establishing the business strategy, the Senior Desktop Support Engineer will define and innovate sustainable revenue models to drive profitability of the Company.
- Collaboration: The Senior Desktop Support Engineer will ensure that [area] capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQCARE.
- Knowledge: The Senior Desktop Support Engineer will provide subject matter expertise in the [area] solutions, including determining and recommended approaches for [specify] , solution deployment and performance evaluation.
- Culture: The Senior Desktop Support Engineer is accountable for creating a productive, collaborative, safe and inclusive work environment for the [area] team and as part of the larger Company.
The Senior Desktop Support Engineer should have the following qualifications:- Education: Bachelor's Degree in an IT related field or combination of 5 years related work experience
- Experience: At least 5 years of IT Help Desk experience. Mac OS desktop and iOS device experience in a networked environment, CompTIA Security , A , Microsoft, and ITIL certifications are highly desired. Advanced knowledge of networking concepts such as TCP/IP, DNS, DHCP, VLANs, and VPNs. Experience with virtualization technologies such as VMWare or Hyper-V. Familiarity with Active Directory and Group Policy. Experience with ticketing systems and ITIL processes and assist with IT Projects as required.
- Entrepreneurial: CINQCARE seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for ensuring CINQCARE is positioned to innovatively deliver on its promise. Strong knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac. Knowledge of cloud-based services such as Google Workspace
- Communication: Excellent verbal, written communication and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQCARE’s team, investors, partners, and other stakeholders. Proficiency in all Microsoft Office applications.
- Relationships: Ability to build and effectively manage relationships with business leaders and external constituents; and,
- Culture: Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial Company. Ability to work independently on daily tasks and projects.
Location:
Buffalo, NY - On Site
Compensation:
70-80k annually depending n experience level
- 19 Days Ago
IT Help Desk Intern
- Nissha Medical Technologies
-
Buffalo, NY
INTERN
- Job Summary The Desktop Support Technician I will have the primary responsibility to support the Desktop Environment of Nissha Medical Technologies across multiple sites in the US, Canada, the UK, and...
- 11 Days Ago
IT Help Desk Intern
- Nissha Medical
-
Buffalo, NY
INTERN
- Job Summary The Desktop Support Technician I will have the primary responsibility to support the Desktop Environment of Nissha Medical Technologies across multiple sites in the US, Canada, the UK, and...
- 11 Days Ago
Help Desk Technician
- FTS Inc
-
Buffalo, NY
OTHER,TEMPORARY
- Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to inquiries via phone, email, or in-person and ...
- 24 Days Ago
Senior Help Desk Support Desk Technician, Tier 2
- CINQCARE
-
Buffalo, NY
FULL_TIME
- CINQCARESenior Help Desk Support Desk Technician, Tier 2Position DescriptionOverviewThe Senior Help Desk Support Desk Technician, Tier 2 reports to the CIO of CINQCARE, withaccountability for providin...
- 9 Days Ago
Service Desk Supervisor
- Nixon Peabody LLP
-
Buffalo, NY
FULL_TIME
- This position is one of a team of Supervisors for the Service Desk, a 24/7 internal IT support system. Each Supervisor directly manages a group of Service Desk Specialists and is also responsible for ...
- 21 Days Ago
Filters
- Current Active Filter
- Buffalo, NY
Clear All
- Filter Jobs By posted time
- Within 1 Day
- Within 2-7
- Within 1 Month
- Within 3 Months
0 Help Desk Supervisor jobs found in Buffalo, NY area
Highway Design Engineer
- Fisher Associates, P.E., L.S., L.A., D.P.C.
-
Buffalo, NY
- Job Type Full-time Description Fisher Associates is seeking an experienced Highway Design Engineer to join our Highway T...
- 4/24/2024 12:00:00 AM
IT Help Desk Coordinator
- Imagine Staffing Technology An Imagine Company
-
Buffalo, NY
- IT Service Desk Coordinator Duration: 3-4 months (may extend or convert to full-time) Location: Buffalo, NY onsite Pay R...
- 4/23/2024 12:00:00 AM
IT Help Desk Coordinator
- Imagine Staffing Technology, An Imagine Company
-
Buffalo, NY
- IT Service Desk Coordinator Duration: 3-4 months (may extend or convert to full-time) Location: Buffalo, NY onsite Pay R...
- 4/22/2024 12:00:00 AM
Professional Services Project Manager
- Motivair Corporation
-
Lancaster, NY
- Position Summary: This position defines project scope and implementation plans based upon Thermal Management Solution re...
- 4/22/2024 12:00:00 AM
Professional Services Project Manager
- Motivair Corporation
-
Lancaster, NY
- Position Summary: This position defines project scope and implementation plans based upon Thermal Management Solution re...
- 4/21/2024 12:00:00 AM
Customer Service Rep- 1st shift M-F
- multi color corp
-
Batavia, NY
- **Customer Service Rep- 1st shift M-F** Batavia, OH 45103, USA Req #3413 Monday, January 3, 2022 Multi-Color is one of t...
- 4/21/2024 12:00:00 AM
Internal Revenue Agent (Reviewer - Examiner) 12 MONTH ROSTER - AMENDED
- Department Of The Treasury
-
Buffalo, NY
- Duties WHAT IS THE WHISTLEBLOWER OFFICE (WBO) DIVISION? A description of the business units can be found at: https://www...
- 4/21/2024 12:00:00 AM
Internal Revenue Agent (Reviewer - Examiner) 12 MONTH ROSTER AMENDED
- Department Of The Treasury
-
Buffalo, NY
- Duties WHAT IS THE SMALL BUSINESS/SELF EMPLOYED (SBSE) DIVISION? A description of the business units can be found at: ht...
- 4/21/2024 12:00:00 AM
About Buffalo, New York
Buffalo is the second largest city in the U.S. state of New York and the largest city in Western New York. As of July 2016[update], the population was 256,902. The city is the county seat of Erie County and a major gateway for commerce and travel across the Canada–United States border, forming part of the bi-national Buffalo Niagara Region.
The Buffalo area was inhabited before the 17th century by the Native American Iroquois tribe and later by French settlers. The city grew significantly in the 19th and 20th centuries as a result of immigration, the construction of the Erie Canal and rail tra...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Supervisor jobs
$74,120 to $94,183
Buffalo, New York area prices
were up 1.5% from a year ago
were up 1.5% from a year ago
What does a Help Desk Supervisor do?
Help Desk Supervisor in Oakland, CA
Directed, planned, coordinated, and administered day-to-day operational activities of Help Desk department and staff of.
February 07, 2020
Help Desk Supervisor in Dallas, TX
The Help Desk Supervisor manages the front desk team and activities.
January 12, 2020
Help Desk Supervisor in Elkhart, IN
The Supervisor will be required to work independently with minimum direction from leadership.
January 07, 2020