Help Desk Supervisor
Location: Carrollton
Posted on: October 20, 2024
Job Description:
Help Desk Supervisor Job in Carrollton, TX
Shift: 2pm to 10pm
This dedicated and dependable individual will manage and coordinate
activities of Helpdesk analysts who provide problem solving support
or direction to computer users by performing the duties listed
below. The Helpdesk Supervisor II manages day-to-day
operations of the Helpdesk including 500 corporate users throughout
North America. Monitors, controls and manages all problems
arising from or related to the services supported. Ensures
the entire Helpdesk staff adheres to all procedures for problem
escalations.
Responsibilities:
-
- Manages team to identify, track and resolve end-user
problems
- Oversees the management of all incoming calls by
encompassing the following service levels:
1. Average speed to answer – 75 seconds
2. Abandon call rate – less than 10% of the
calls
3. First call resolution – 90% of calls
resolved on the first call
Monitors production jobs and processes in the following
systems:
1. Control M (Monitors over 1000 jobs per
day)
2. Patrol
3. IMS 4000
-
- Support and maintain a 6,000 sq. ft. raised floor
computer room with UPS system and redundant electrical
power
- Maintain tape library for media stored on and off
site
- Monitor, control and manage issues related to Helpdesk
and Computer Operations and follows-through to ensure
resolution
- Reviews scheduling to optimize Helpdesk and Computer
Operations staffing to cover operations 24/7/365
- Promotes teamwork and supports the company
values
- Streamlines and documents Helpdesk processes / procedures
to optimize efficiencies of the department
- Develop and maintain Computer Operations
documentation
- Assists Helpdesk agents in resolving issues related to
non-routine or complex software, hardware, procedural problems and
function as a Level III as needed
- Evaluates team performance and administers coaching and
counseling of the Helpdesk staff by enabling management “best
practices”
- Identify available and develop new training programs
through Accor University and other training resources to ensure new
and existing agents receive training to increase their knowledge
and skill sets of systems and applications supported by the
Helpdesk
- Designs and implements strategies to optimize use of
Helpdesk and Computer Operations resources through employee
cross-training
- Leads and supports projects and initiatives as
required or volunteered for by due dates
- Serves as inter-departmental liaison to refine call
center and troubleshooting/trend analysis procedures as well as
utilizing experience with organizing, documenting, and optimizing
problem solutions.
- Evaluates and facilitate escalation of critical issues to
appropriate IT departments
- Develops and foster inter-departmental relationships with
IT partners within the organization
- Coordinates and assures quality of information
distributed within the department to enhance efficiency and
accuracy of resources available to Helpdesk Agents and Computer
Operators
- Analyzes call trends and identifies immediate and
long-term resolutions to reduce impact to organizational
operations
- Recruits new helpdesk agents through review of applicant
qualifications, conducting phone and in-person
interviews
Preferred skills and experience:
-
- 4 years previous management experience in Operations or
Call Center environment, including Helpdesk
environments
- Strong analytical aptitude and problem solving skills in
a technical environment
- Participate in training and provide guidance of personnel
to refine skills and assist with Excellent technical documentation,
presentation, written and oral communication skills
Requirements:
-
- 2 to 4 year College degree or equivalent working
experience
- 2 to 4 years experience working in a Customer Service
focused Call Center or hotel/hospitality environment
- Proficient with DOS, Point of Sale Systems, Property
Management Systems, LAN/WAN connectivity, Word, EXCEL, Microsoft
Outlook or aptitude to learn
- Flexibility in scheduling 365 days a year
24/7
- Ability to make good judgments and possess good
negotiation, problem solving and analysis skills in order to handle
difficult situations
- Decision-Making: Prioritizes options so that decisions
align with tactical objectives; evaluates the quality and
usefulness of information for making informed
decisions.
- Innovation: Creates new ways of solving problems and
improving efficiencies.
Leadership:
1. Exhibits confidence in self and others;
inspires and motivates others to perform well; effectively
influences actions and opinions of others
2. Inspires respect and trust; Accepts
feedback from others; Provides vision and inspiration to peers and
subordinates; Gives appropriate recognition to others; Displays
passion and optimism; Mobilizes others to fulfill the vision.
Customer Service:
1. Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments
2. Possesses the ability to understand and
clearly communicate technical information to non-IT personnel
Minimum Knowledge Requirements:
-
- Operational knowledge of ACD systems- Lucent CenterVu
experience preferred
- Previous experience in Call Center or Helpdesk Operations
- General knowledge of Windows 9x, Windows 2000, Computer
and network hardware, Applied knowledge of HEAT or similar contact
management tools
Preferred Knowledge:
-
- Designing new and utilizing existing metrics reports in
Crystal Reports 10.0 and above
- Advanced knowledge of Windows 9x, Windows 2000, Computer
and network hardware, including terminology
- Knowledge of Rightfax, Information Management System
(IMS-4000), and other computer room tools preferred
- Administration of MS Access or SQL databases
- Configuration and Administration of Avaya Definity PBX
switches
- HTML/Front Page web design experience
Keywords: , Richardson , Help Desk Supervisor, IT / Software / Systems , Carrollton, Texas
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