Under Development Features: Talent Bank/Pool, VMS Intigration, Analytics, Social Integration, Reports, API Integration, Resource and Timesheets Management, Company Admin

Helpdesk Supervisor (117 views)

Irvine, CA
May 3, 2022

***** 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*******

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

Job Duration: 6 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: OOJ - 4634

Don't have time now?
Get a reminder in your inbox