Helpdesk Supervisor (117 views)

***** Direct Client Requirement*****

Title                                    : Helpdesk Supervisor

Location                             : Irvine, CA

Rate                                    : DOE /If your experience and skills match call us immediately for submission

Duration                             : 6 Months

Interview Type                  : Skype or Phone

Job Type                           : W2

Experience                        : 3 Years

Job Description               :

Summary (Including Minimum Essential Position Duties):

• This position is responsible for supervising all IT Helpdesk activities and ensuring that performance goals and objectives are met or exceeded.
• Provide guidance, context, and supervisory oversight for all IT Helpdesk activities
• Mentor staff to ensure consistency and professionalism within the IT Helpdesk with emphasis on motivation, quality and delivery of excellent service
• Continually assess and identify areas for improving department morale
• Prepare and conduct annual performance reviews
• Administer written or verbal progressive discipline with a positive outcome
• Manage IT Helpdesk performance and make adjustments when appropriate to meet/exceed performance expectations
• Handle escalated inquiries within 24 hours with documentation of all interactions for historical purposes
• Coordinate with other IT departments for timely resolution of escalated cases
• Provide technical assistance and support to IT Helpdesk staff for incoming issues and inquiries related to computer systems, software, proprietary systems, and endpoint hardware
• Receive and respond to escalations either in person, phone, virtual meeting, or email
• Write training documents for internal IT staff and also end users
• Train new and existing IT Helpdesk staff
• 24/7 On Call Support, if needed
• Develop department policies and procedures for all processes
• Participate in meetings when appropriate and document/communicate decisions and outcomes
• Identify staff training needs and opportunities and coordinate individual and departmental training
• Develop department policies and procedures for all processes
• Assist with calls and Helpdesk as needed
• Ability to lift 50 lbs.
• Other duties as assigned
• Follow safety guidelines outlined by LIBERTY Dental Plan’s Illness and Injury Prevention Program (IIPP)

Education and/or Experience:

• BA/BS degree or equivalent work experience
• Minimum 2 years’ IT Helpdesk supervisory experience preferred
• Minimum 4 years’ customer service experience required
• 1 to 3 years’ IT Helpdesk experience working in a corporate environment

*****Referral Bonus Available: Refer your friends or colleagues, get referral bonus*******