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)
The topresponsibilities will include application processing customerservice interaction and case management. The ideal candidate willbe able to quickly learn how to process applications whilefollowing USDA guidelines effectively and compassionatelycommunicate (through the phone or via email) to schools andhouseholds and maintain household cases in a database to ensurebenefits are accurately issued.
Understand eligibility guidelinesand the application approval process
Efficiently review and processapplications
Investigate flagged applicationsand follow up with households or schools asnecessary
Maintain a variety of filesupdate case files as new material is collected ensure thatinformation is organized and that all necessary case documentationis retained in compliance with the record retentionpolicy
Work with leadership to resolveescalated customer concerns and systemproblems
Provide courteous timely andaccurate frontline customer service interactions and information.
Greet customers and provideguidance information and direction to customer inquiries in apolite and courteous manner.
Track customer interactions andinquiries and generate reports formanagement
Escalate complex or highprofilecustomer inquiries to supervisor for review andevaluation
Research information in order toprovide answers to customerinquiries
Answer inquiries over thetelephone or in person concerning regulations or procedures
Receive and prepare replies toroutine correspondence
Operate office machines relatedto specific area of work
Make an eligibility determinationfor appropriate benefits and waiver programs in compliance withstate and federal rules regulations and guidelines.
this couldreplace the second bullet pointbelow)
Examine data matches to findinconsistent and / or duplicated data.
Keep current on all changes inrules regulations and guidelines regarding the Summer EBT program.
Makes recommendations toassistant director about procedures and methods to improveefficiency and effectiveness.
Skill
Required / Desired
Amount
ofExperience
NonIThelp deskexperience
Required
Years
Strongcustomer serviceexperience
Required
Years
Accuracyin dataentry
Required
Excellenthuman relation skills with the ability to work with diverseconstituencies and a variety of educationallevels
Required
Required
Abilityto deal with confrontationalsituations
Required
Excellentoral and written communicationskills
Required
Abilityto work as a member of ateam
Required
Proficientin Microsoft Office and GoogleDrive
Required
Basicmath and accountingskills
Required
Selfdirected
Required
Non-IT help deskexperience
Last updated : 2024-02-23
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