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    IT Service Desk Supervisor - Dallas, United States - Weaver

    Weaver
    Weaver Dallas, United States

    Found in: Lensa US 4 C2 - 6 days ago

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    Description
    The Weaver Experience

    Weaver is a full-service national accounting, advisory and consulting firm with opportunities for professionals in many different fields. We seek to bring a human element to the world of accounting, which includes creating a diverse, collaborative and entrepreneurial workplace culture. Our leaders truly care about the well-being of all our employees and encourage them to pursue their ambitions.

    While our business is based in numbers, our success is truly based on people. It's why we commit to supporting our people not just in their professional growth, but also in their ability to lead balanced, integrated lives. At the foundation of that commitment are our core values. Weaver's core values were created specifically to empower our people to deliver extraordinary service and be their best selves. Our goal is to balance high development with high performance in order to meet the long-term goals of each individual, team and our firm.

    Learn more about our services, industry experience and culture at

    Weaver is looking for an individual to fill an IT Service Desk Supervisor role in our growing internal IT department. This person will be responsible for overseeing the day-to-day operations of the IT Service Desk team. Your role will involve managing and mentoring a team of support technicians, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. You will play a vital role in ensuring smooth IT operations by implementing best practices and driving continuous improvement in service delivery.

    Responsibilities:
    • Supervise and lead a team of IT Service Desk technicians, providing guidance, coaching, and performance feedback to ensure excellent customer service and technical support.
    • Manage the daily activities of the IT Service Desk, including ticket queue management, workload balancing, and prioritization of support requests.
    • Monitor and report on Service Desk team performance metrics, such as ticket response and resolution times, customer satisfaction scores, and technician productivity.
    • Collaborate with other IT teams to identify and implement process improvements to enhance operational efficiency and customer experience.
    • Develop and maintain IT support procedures, knowledge base articles, and documentation to ensure accurate and up-to-date information is readily available to support technicians and end-users.
    • Resolve complex or escalated technical issues by providing hands-on support and problem-solving expertise.
    • Serve as an escalation point for unresolved or high-priority incidents, ensuring timely resolution and effective communication with customers.
    • Conduct regular training and professional development sessions for the Service Desk team to enhance technical skills and knowledge.
    • Stay updated with the latest trends and advancements in IT support practices, tools, and technologies to drive continuous improvement and innovation.
    • Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset within the Service Desk team.
    • Assist in the recruitment and selection process of new Service Desk team members, conducting interviews and participating in hiring decisions.
    Education and Skills:
    • Bachelor's degree in a related field, or equivalent work experience
    • Proven experience in leading and supervising a team in an IT Service Desk or technical support environment.
    • Strong technical knowledge and understanding of a wide range of hardware, software, and network systems, including Windows operating systems, Microsoft Office suite, and common business applications.
    • Familiarity with service desk ticketing systems and remote support tools.
    • Excellent customer service and interpersonal skills, with the ability to interact professionally with end-users, clients, and team members.
    • Effective problem-solving and troubleshooting skills, with the ability to identify root causes and implement appropriate resolutions.
    • Strong organizational and prioritization skills, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
    • Excellent verbal and written communication skills, with the ability to clearly and concisely explain technical concepts to non-technical users.
    • Leadership abilities, with the capability to motivate and mentor team members, driving a culture of continuous improvement and excellence.
    • ITIL or similar certifications would be a plus.
    Base pay range in Texas: $75,000.00 to $85,000.00 per year. Exact compensation may vary based on skills, experience, and location.

    Accounting for more than numbers At Weaver, we recognize that everyone brings different strengths, backgrounds and working styles to our team. We cultivate a safe and inclusive work environment that celebrates each individual's unique qualities through visibility, progression, advocacy and support. We are proudly an equal opportunity employer.

    Employee Referral Program Eligible

    We appreciate you exploring a career with Weaver Interested applicants should apply directly to the job posting. At this time, we are not accepting resume submissions by third party staffing agencies for this role.
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