Help Desk Supervisor jobs in Washington
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
IT Help Desk Supervisor
- Greenpoint Technologies
-
Bothell, WA
FULL_TIME
-
Summary:
The IT Help Desk Supervisor will lead, coordinate, and manage the IT Help Desk team. Coordinates companywide asset management for all on-premises and remote worker IT equipment. Integrates client technologies such as Azure, Entra and Intune, and coordinate service hand-off to IT and IS teams and 3rd parties. Provides for critical service escalation and major incident coordination to ensure minimum disruption to production. Develops the team’s talent to provide excellent service under all circumstances, while effectively communicating Group standards and policies as they affect Greenpoint Technologies users. Proposes and executes multi-year roadmaps that are validated by the Network Operations Manager and the IT Director.
Essential Duties and Responsibilities:
Direct responsibility to::- Establish KPI and metrics to measure and improve service quality.
- Ensure critical incidents for the business are properly identified and escalated.
- Advocate as the voice of the client, to improve IT services in terms of design, functionality, and availability.
- Establish companywide support system standards including people, process, and tools.
- Ensure asset management quality companywide.
- Ensure branch wide procurement standards are followed.
- Develop team talent ensuring that each employee knows what standard of service is required and how to improve.
- Ensure effective fleet management of all PCs and peripherals (including printing and mobile devices)
- Encoding of industry standard frameworks (e.g. ITIL) into tooling.
- Evaluate all proposals for automation to determine return on investment.
- Conduct regular sites visits to all Greenpoint locations to ensure Helpdesk service and standard are met.
- Comply with company Information Security requirements and policies.
- Participate in the change management process to ensure that changes to the network are documented and approved.
Competencies :
To perform the job successfully, an individual should demonstrate the following competencies:
- - Adaptability: - Adapts to changes in the work environment, manages competing demands, accepts constructive criticism/feedback and changes approach or method to best fit the situation.
- - Communication: :- Clearly provides information in a variety of methods that can be fully understood and useful. Listens to others and seeks to understand before acting. Proactively provides information, asks questions and conveys issues with all others involved in projects.
- - Dependability: - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable attendance.
- - Initiative: - Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, measures self against standard of excellence, recognizes and acts on opportunities, and takes calculated risks to accomplish goals.
- - Teamwork: - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts success of team above own interests.
- - Work Quality: - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.
- Regulatory Compliance: – Demonstrates a thorough understanding of critical compliance requirements and performs all job functions ethically and in alignment with those requirements.
- Maintains professionalism in appearance and behaviors to internal and external contacts.
- Ability to maintain reliable and consistent attendance.
- Strong customer service and interpersonal skills.
- Ability to successfully interface with all levels of the organization.
- Demonstrated technical skills including Microsoft office applications.
- Ability to work well independently and cross-functionally as part of an established and growing team.
- Ability to lead others and provide managerial support to ensure the success of direct reports.
- Proactively researches and resolves issues as needed.
- Strong verbal and written communication skills.
- Strong organizational and time-management skills.
- Display flexibility and able handle multiple priorities and tasks simultaneously while maintaining positive and professional demeanor.
- Ability to read, write and comprehend instructions, correspondence, and memos.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
- Experience with Cyber-security/major incident response strongly preferred.
- Ability to work outside of core business hours as required.
- Ability to travel as required.
Summary of Education, Experience & Certification:
Education: :Bachelor’s degree or equivalent experience required. :
Experience: :Requires 3-5 years in a similar regional or global enterprise IT position, and 1 year of supervisory experience.
Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.
Required Knowledge, Skills & Abilities:
- 13 Days Ago
Help Desk Supervisor
- KCU
-
Bremerton, WA
FULL_TIME
- About Us Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive...
- 1 Month Ago
Help Desk Supervisor
- Kitsap Credit Union
-
Bremerton, WA
FULL_TIME
- About Us Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive...
- 21 Days Ago
IT Help Desk Technician (Temp)
- Self-Help Federal Credit Union
-
Sunnyside, WA
FULL_TIME
- WHO We Are: Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive ...
- 8 Days Ago
IT Help Desk
- Mercedes Benz of Seattle
-
Seattle, WA
FULL_TIME
- Description DescriptionAt Swickard, we’re passionate about vehicles, and committed to providing 100% customer support and satisfaction – that’s where you come in!Each member of our team is dedicated t...
- 1 Month Ago
Help Desk Supervisor jobs at Popular Companies
Help Desk Supervisor
- Felician Sisters of North America
-
Livonia, MI
- Job Description Job Description Are you interested in using your IT Support skills to give back to those who have dedica...
- 4/15/2024 12:00:00 AM
Service Desk Coordinator
- Paul Mitchell Schools
-
Louisville, KY
- Paul Mitchell The School Louisville is seeking a qualified Service Desk Coordinator to join our family! With over one hu...
- 4/15/2024 12:00:00 AM
Help Desk Supervisor/Senior Trainer
- AITHERAS, LLC
-
Washington, DC
- Position: Help Desk Supervisor/Senior Trainer Location: 950 Pennsylvania Avenue NW Washington, DC 20530 Type: Full-time,...
- 4/14/2024 12:00:00 AM
Service Desk Supervisor
- Encore Technologies
-
Cincinnati, OH
- Encore Technologies is seeking a Service Desk Supervisor The role involves planning, organizing, and directing the Servi...
- 4/14/2024 12:00:00 AM
Help Desk Supervisor
- SmartSource Technical Solutions
-
Dayton, OH
- Smart Source is looking for a Help Desk Supervisor for the following opportunity. Location: Dayton, OH Salary: 100K Empl...
- 4/13/2024 12:00:00 AM
IT Help Desk Supervisor
- B&L PC SOLUTIONS INC
-
Hauppauge, NY
- Job Description Job Description We’re currently in search of a Supervisor to fulfill the following job responsibilities:...
- 4/13/2024 12:00:00 AM
Information Technology Help Desk Coordinator
- Kingscott Associates
-
Kalamazoo, MI
- The IT Help Desk Coordinator / Technician plays a crucial role in providing technical support and assistance to end-user...
- 4/12/2024 12:00:00 AM
Computer Support Specialists
- US Tech Solutions
-
Albany, NY
- Duration: 24 months contract Job Description: The candidate should establish and maintain a working knowledge of the nav...
- 4/12/2024 12:00:00 AM
About Washington
Washington (/ˈwɒʃɪŋtən/), officially the State of Washington, is a state in the Pacific Northwest region of the United States. Washington is the northwestern-most state of the contiguous United States. It borders Idaho to the east, bounded mostly by the meridian running north from the confluence of the Snake River and Clearwater River (about 116°57' west), except for the southernmost section where the border follows the Snake River. Oregon is to the south, with the Columbia River forming the western part and the 46th parallel forming the eastern part of the Oregon-Washington border. To the wes...
Source: Wikipedia (as of 04/17/2019). Read more from Wikipedia
Income Estimation for Help Desk Supervisor jobs
$82,203 to $104,454
Most Popular Cities in Washington for Help Desk Supervisor Jobs
What does a Help Desk Supervisor do?
Help Desk Supervisor in Des Moines, IA
The Supervisor will be responsible for scheduling, directing the activities of the Help Desk staff, reviewing and evaluating their work.
January 11, 2020
Help Desk Supervisor in El Paso, TX
Computer support specialists provide help and advice to people and organizations using computer software or equipment.
February 21, 2020
Help Desk Supervisor in York, PA
The role of help desk supervisor is similar to that of any call center supervisor, except that help desk customers are generally employees.
December 28, 2019