Help desk supervisor job description

We are looking for a Help Desk Supervisor based out of our corporate office in Tacoma, WA. The salary range for this position is $100k - $110k.

Purpose: The Help Desk Supervisor is responsible for all Help Desk positions within the Information Technology Department with a focus on customer service, communication and process improvement.
What you'll be doing…

* SUPPORT ASSOCIATE PRODUCTIVITY by managing the Help Desk and assigned IT operations, with a focus on keeping associates & systems operational and productive.
* IMPLEMENT PROCEDURES AND CREATES DOCUMENTATION regarding how issues are identified, received, documented, distributed, and corrected.
* COMMUNICATE with all associates/departments/branch offices regarding changes, updates, and outages to Burkhart information systems; as well as maintaining relationships and negotiations with outside vendors.
* MANAGE ESCALATION AND SERVICE LEVELS ensuring they are met and maintained.
* PARTICIPATE IN EVALUATION OF NEW INFORMATION SYSTEMS PRODUCTS or services and recommends changes to existing products or services to aid in continuous improvement.
* DEFINE TECHNOLOGY STRATEGIES, GOALS AND BUDGET as a member of the IT Leadership Team.
* BUILD BURKHART'S LONG-TERM SUCCESS by effectively leading assigned direct reports, managing for optimal performance, consistently supporting career growth and development, and nurturing engagement with the Burkhart cultural values.

What success looks like…

* DEPENDABILITY: Your daily tasks are completed in a timely and thorough manner, ensuring all activities, records, data, and processes are kept highly organized, accurate, and up-to-date.
* EXCEPTIONAL CLIENT EXPERIENCE: You go above and beyond in order to provide an Exceptional Client Experience.
* INITIATIVE: You take initiative by identifying issues and solutions. You ultimately solve problems, with or without additional support, in a timely, quality and collaborative manner.
* PROBLEM SOLVING: Problems are viewed as exciting challenges and are quickly resolved for the benefit of all stakeholders involved.
* TEAM MANAGEMENT: You are an exceptional coach, leader, and mentor for your associates.

What you'll need…

* Associates degree in Information Technology, Computer Science or related field (preferred).
* 2 years of IT management experience preferred.
* Technical certifications (MCSE, MCSA) preferred.
* Proven ability to supervise and motivate department staff members required.
* This position requires an individual to be bondable.

Preferred Education and/or Experience:

* Experience in a multi-state sales company with a remote workforce.

What Burkhart will provide for you…

* In addition to providing free Dental insurance to our associates (of course!), Burkhart offers two affordable medical plans (plus a medical plan for your canine & feline family members), health savings accounts, healthcare flexible spending accounts, a 401k retirement plan, and a free employee assistance program.
* Free Wellness program including gift card incentives for completing wellness activities, company-wide events (like Fresh Fruit Fridays), and Principal's financial wellness program.
* Up to 3 weeks of vacation time off, 8 paid holidays, a day off to celebrate their work anniversary, and paid sick leave.
* Recognition for exceptional performance, anniversary milestone rewards, and various recognition programs.
* Associate events throughout the year such as coffee carts, summer BBQ's, March Madness contests, and the very popular Take Your Dog to Work Day.

Join Purdue University Fort Wayne:

Purdue University Fort Wayne seeks to develop and nurture its diversity. PFW is committed to maintaining an inclusive community that recognizes and values the inherent worth and dignity of every person; fosters tolerance, sensitivity, understanding, and mutual respect. We strive to add hardworking people to our team and we are currently seeking a Help Desk Supervisor.

Your day to day:

* Manage the campus-wide Information Technology Help Desk and Asset Management operations to support the computing needs of administrative and academic services. Incumbent supervises services delivered by various Service Center teams (Helpdesk, Special Projects, Inventory, Deployment, Moves, and Salvage). Direct and supervise Desktop Support field technicians.
* Supervise the daily operations of the campus help desk to ensure quality service to meet the computing needs of the administrative and academic areas.
* Adapt to changing customer and technological demands by developing efficient and effective processes and procedures.
* Maintain the cooperation, commitment and involvement of the support team and service partners in implementing new procedures.
* Analyze area of improvement and recommend/implement new tools and resources to increase productivity. Work closely with staff to maintain cooperation, commitment and involvement in providing excellent customer service.
* Assist in maintaining the Help Desk ticket system.
* Supervise staff of technicians and student workers; hire, train, set goals, develop and discipline staff. Complete performance evaluations on a timely basis.
* Provide a positive and productive work climate to ensure excellent customer service.
* Work closely with technical and user support to inform help desk and campus community of changes and updates that effect campus computing needs and level of service.
* Supervise staff of technicians and student workers; hire, train, set goals, develop and discipline staff. Complete performance evaluations on a timely basis.
* Supervise the operations of the IT procurement and inventory management process.
* Supervise the IT team to maintain a viable asset control system.
* Maintain IT inventory and updates to Asset management data.
* Lead and direct the IT inventory team in entering, and updating computers, printers and servers.
* Coordinate schedule and daily tasks for inventory team.
* Maintain usability of asset management solution including querying and reporting
* Problem Resolution - Identify, resolve and, as needed, collaborate with other staff to develop and implement solutions to problems.
* Direct and supervise the Tier 2 Desktop Support Technicians.
* Effectively plan, coordinate and manage special projects for the help desk to ensure success.
* Research - Provide accurate information to users by researching answers to customer requests.
* Track statistics by preparing relevant reports.

Why we'll love you:

* You've worked hard to earn a High School Diploma or GED.
* You have gained at least four years of experience in a supervisory / leadership role in a help desk or customer service environment.
* You have experience with problem resolution and significant technology troubleshooting background.
* You are skilled in oral/written communications, problem-solving, decision-making, and organization.
* You must have the ability to work effectively in a fast-paced, team-oriented environment and have good working knowledge of hardware and software, including word processing, spreadsheets, web browsers, and email.
* You have the ability to train new help desk staff and effectively lead full-time staff and student workers, providing appropriate guidance with both technology and people skills.

Why you'll love us:

* Free tuition through Purdue University Global.
* Fee remission for a traditional Purdue degree for yourself, spouse, and children.
* Health, Vision, and Dental Insurance available on first day of employment.
* Additional voluntary benefits.
* Retirement benefits.
* Paid Time Off.
* Support for professional development opportunities.
* Live and work in an affordable, family friendly community.

Additional Information:

* For highest consideration, please submit a resume cover letter, and contact information for three professional references.
* Purdue will not sponsor employment authorization for this position.
* A background check and misconduct screen will be required for employment in this position.
* FLSA: Exempt (Not Eligible for Overtime).
* Retirement Eligibility: Defined Contribution Waiting Period.

Purdue Fort Wayne is an EEO/AA employer fully committed to achieving a diverse workforce. All individuals, including minorities, women, persons with disabilities, and protected veterans are encouraged to apply.

Leidos is seeking a Help Desk Supervisor/Senior User Trainer to join our Washington, DC team.This first line supervisor reports to the Lead Project Manager and is responsible for carrying out a variety of user training, operational and technical assignments in support of the Document Center operations.
Main Duties include:

+ Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.

+ Assists in setting up and operating end-user support program for major applications in support of specific projects. Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.

+ Sets up facilities and procedures to ensure responsive support.

+ Trains staff and sets up help desk staffing schedules. Organizes, prepares, schedules, and conducts training sessions. Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc. Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.

+ Prepares training approach and materials. Arranges for use of training facilities, for access to appropriate applications, etc.

+ Oversees and supervises help desk operations, including answering and responding to user phone calls, installing, and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.

+ Supervises teams of Help Desk and User Trainer Specialists providing search, retrieval, and reporting support to client attorneys.

+ Receives requests and translates them into effective search strategies.

+ Designs appropriate output formats, assists users in constructing and refining queries and helps resolve problems related to accessing databases.

+ Develops and maintains standard operating procedures for document center litigation support tasks.

+ Manage data intake, scanning and processing in the Document Center

+ Perform other tasks in support of the Document Center operations.

Basic Qualifications:

+ Bachelor's degree or equivalent and 4+ years of work experience

+ At least two years of experience providing direct end-user support for the applications being supported (i.e., Relativity), including both telephone support and on-site assistance to users, is preferred. Certain applications may require certification by the software provider.

+ At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred.

+ Prior supervisory experience.

+ Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.

+ Experience with DOJ office automation environments extremely helpful.

+ An expert user of the Government's word processing, spreadsheet, and email systems.

+ Excellent oral and written communications skills required.

Preferred Qualifications:

+ Experience providing user support and training for Relativity

+ Undergraduate degree strongly preferred.

+ At least one year of experience in automated litigation support preferred

+ Prior supervisory experience.

+ Excellent organizational skills

+ Excellent writing skills and oral communication skills.

MEGA

Pay Range:Pay Range $57,850.00 - $89,000.00 - $120,150.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

REQNUMBER: R-00095615

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.