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)
Wachter's greatest asset is the people who work here. Join the Wachter family and chart your career path!
Wachter is accepting applications for an experienced Help Desk Manager with a strong background in network engineering to lead our technical support team in our Lowell, AR office. This position requires a hands-on technical leader combined with customer service experience. Our help desk supports a diverse range of IT issues, focusing on providing exceptional service to our field technicians. With an employee base of 30 to 40 employees, we value teamwork, efficiency, and a proactive approach to problem-solving. Candidates should possess a solid voice/data/security or electrical field technical background with a problem-solving attitude with the ability to motivate their team to achieve specific goals.
We seek self-motivated and reliable candidates, who can work independently and find solutions to complete the job. Long-term employment with competitive pay and exceptional benefits for qualified candidates. We value relationships and invest in our employees.
\nAbout:
Wachter is a family-owned company since 1930 and we see each employee as a critical piece of the Wachter Family. With over 900 licenses across the country, Wachter serves commercial and industrial clients with the right technologies needed to keep them successful.
We design, install, and maintain the technologies that keep businesses operating efficiently. Our team of dedicated electricians, engineers, and technicians provides electrical, data, security, communications, and automation services to clients in numerous industries.
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We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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