Campus Pride Jobs

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12917182

Job Purpose / Duties & Responsibilities

The IT Help Desk Supervisor will be responsible for providing professional and efficient helpdesk support. A strong customer service mindset is required in this role. The help desk supervisor supervises day to day operations of the help desk and will identify, research, and resolve complex technical problems. This hands-on supervisory role must be able and willing to provide support of computer systems by actively answering user questions on technical issues and offering advice on how to solve them. The position is responsible for monitoring progress and status of departmental measurables related to software updates compliance, hardware lifecycle maintenance and application of security standards. This position assists in achieving the goals of the IT Department in the operation and maintenance of the personal computer network, user hardware, and client-based software applications. This position will help ensure that customer expectations are being met and mentoring less experienced members of the help desk team. The IT Help Desk Supervisor will also assist with the standardization, documentation and continuous improvement of helpdesk services and procedures along with streamlining of discovered inefficiencies.\ \ Duties and responsibilities

• Leads by example to achieve BGs Mission/Vision and Core Values.
• Adheres to company polices and presents a professional, positive attitude at all times.
• Ensures resolution of user requests for technical assistance.
• Ability to determine and advise a course of action based on details provided by users.
• Lead & manage help desk technicians including hiring, training, development of staff, setting of KPIs, department and individual goals, performance reviews, coaching and discipline.
• Administer effective frontline help desk assistance to user inquiries that are beyond the knowledge of less experience help desk team members and direct unresolved issues to the next level of support personnel as appropriate.
• Provide accurate information to users on IT products and services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by users as appropriate.
• Identify and suggest possible improvements to procedures.
• Maintain documentation of help desk team processes and procedures.
• Assist with day-to-day IT operations including administrative procedures, help sheets, usage guides, asset management and inventory controls.
• Research new technology and stay current on technical literature and industry standards.
• Maintain good working relationships with members of the help desk team to ensure smooth flow of work and overall performance.
• Other duties as assigned.