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)
Company Description
Embrace Pet Insurance is an industry pack leader, clinching the top rank for pet insurance in the prestigious Forbes list of America’s Best Insurance Companies 2022. We wear our Great Place to Work certification as a badge of honor. The accolades don’t end there; Embrace has been celebrated 8 consecutive years by The Plain Dealer as one of “Northeast Ohio’s Top Workplaces” and stands tall as an 11-time victor of the NorthCoast 99 Award, a distinctive program heralding 99 workplaces for paramount talent in Northeast Ohio.
At Embrace, the well-being of our team isn't restricted to office walls. Our commitment to ensuring a balanced work/life atmosphere coupled with avenues for progression signifies our endeavor to pave a trajectory of success for our team, both professionally and personally. Compensation isn't just a paycheck here; it's a holistic package encompassing health insurance (for our two-legged and four-legged family members alike), dental, vision, a wellness reimbursement program, a contributory 401(k) scheme, and a flexible paid time-off policy.
We cherish the myriad hues of diversity – spanning backgrounds and experiences. Pets, being pivotal family members, deserve the best, and that's achievable by weaving a tapestry of diverse minds. At Embrace, the ethos resonates with empathy, nurturing, and support; our endeavors are conscious and introspective about the team and culture we foster. We are on the hunt for individuals robust in their skillsets and equally fervent about uplifting their colleagues.
Job Summary:
As a Help Desk Technician you will use your strong technical skills to provide fast and useful technical assistance on computer systems. You will answer questions on basic technical issues and help to solve them.
To be considered for this position, you must minimally meet the knowledge, skills, and abilities below:
Equal Employment Opportunity Commission (EEOC) Disclosure:
Embrace Pet Insurance is an equal-opportunity employer committed to fostering an inclusive and diverse work environment. In accordance with applicable federal, state, and local laws, we do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, ancestry, marital status, pregnancy, genetic information, physical or mental disability, veteran or military status, or any other protected characteristic under applicable law. Our hiring decisions are solely based on merit, qualifications, and the needs of the business. We are dedicated to ensuring a fair, reciprocal, and positive work experience for all employees, and we encourage applications from individuals with diverse backgrounds, perspectives, and abilities. If you have any questions regarding our equal employment opportunity policy, please contact the Human Resources department or an appropriate representative within the company. Additionally, if you require reasonable accommodations during the application process or while working as an employee, please submit a written request to the Human Resources Department. We take our commitment to equal employment opportunity seriously and strive to create a respectful and inclusive work environment for all team members.
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