Help Desk Supervisor - Boca Raton, United States - Tech Army, LLC

Tech Army, LLC Boca Raton, United States

2 weeks ago

Technology / Internet

Description

Job Responsibilities:

Manage the day-to-day activities of the IT support team, including prioritizing support, delegating work, and monitoring and reporting trends.
Serve as the main escalation point for customer service-related issues and a high-level resource for the team.
Assist in monitoring and tracking inventory for the Information Technology cost center.
Collaborate with IT leadership to identify areas for process improvement and implement strategies to enhance efficiency and service quality.
Monitor, analyze, and suggest improvements to work processes, keeping the knowledge library updated.
Collaborate with other IT departments to ensure prompt resolution of service tickets.
Perform Quality Assurance on customer incidents onsite or remotely, ensuring Service Level Agreements are met.
Coordinate and schedule audiovisual setups and video conferencing support.

Required Skills:

High school diploma or equivalent; additional certifications or relevant education is a plus.
Minimum two years' experience in customer service and quality assurance.
Minimum one year of supervisory experience managing staff and projects.
Previous experience using a ticketing system and monitoring trends.
Ability to manage multiple priorities and work independently or as part of a team.
Strong technical troubleshooting skills with hardware and software issues.
Understanding of help desk processes and service management principles.
Supervisory skills, including the ability to motivate and develop team members.
Ability to lift up to 30 pounds.
Onsite hours of operation between 7:00 am and 6:00 pm, Monday through Friday.

Education and Experience:

Associate's or Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
Minimum of 5 years of IT work experience in computer operations with exposure to multi-platform environments.
Experience in leading teams and projects.

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