Description

We are looking for an experienced IT Helpdesk Supervisor to lead and mentor our technical support team, ensuring they are equipped to deliver exceptional service. The ideal candidate will oversee the daily operations of the help desk, managing a team of support professionals who handle user inquiries, troubleshoot issues, and provide effective solutions. Your leadership will focus on coaching and developing the team to ensure they deliver timely and accurate resolutions to our end-users.

Key Responsibilities:

• Team Training: Provide comprehensive training on help desk systems, processes, tools, and procedures. Ensure that all reported issues are documented, tracked, and resolved in line with operational service levels and standards.

• Knowledge Sharing: Collaborate with IT leadership to keep the team updated on the latest product updates, technical information, and organizational policies.

• Performance Monitoring: Develop and track key performance metrics such as request queue length, response times, and resolution rates to ensure the team meets service standards and maintains adequate coverage.

• Process Improvement: Identify and implement opportunities to improve workflows and systems, enhancing the team’s efficiency and overall effectiveness.

• Escalation Management: Serve as the escalation point for critical issues, ensuring complex problems are addressed promptly and resolved effectively.

  Requirements

Requirements:

• Experience: At least 3 years of experience in a related role, with a proven track record of success as an individual contributor in IT support.

• Technical Expertise: Strong technical knowledge of common IT systems, software, and troubleshooting methodologies.

• Communication Skills: Exceptional verbal and written communication skills are essential, as you will regularly interact with team members, end-users, and other stakeholders.

• Problem-Solving: Strong critical thinking and problem-solving abilities, with the capacity to make quick decisions when needed.

Preferred Qualifications:

• 3+ years of experience in a Help Desk Supervisory role.

• ITIL Certification (Information Technology Infrastructure Library).

• CompTIA A+ and Network+ certifications.

  Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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