Help Desk Supervisor (357189) Doral, Florida
|Salary:||USD65000 - USD65000 per year|
POSITION SUMMARY The Systems Specialist Supervisor is responsible for overseeing the Systems Specialists and ensuring that customers are receiving appropriate assistance. Includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user help requests, including the monitoring tracking and coordination of Support Desk functions. The Systems Specialist Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users.
RESPONSIBILITIES • Maintain support desk and processes according to industry best practices. • Responsible for improving customer support by demonstrating greater return on investment. • Enforce formal procedures for consistency and increased productivity. • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. • Assist in the building of a qualified support desk team through innovative hiring and training techniques. • Help with scheduling for guaranteed coverage at the lowest possible costs. • Assist in developing a customer care philosophy that ensures customer satisfaction. • Analyze team performance through various statistical and reporting methods. • Market the image of the support desk as a support group showcase that advances the IT vision and strategy. • Accept responsibilities of IT Support Manager needed. • Collaborate with management of other business units. REQUIREMENTS • Bachelors degree in Computer Science, Engineering or related field preferred. • 2+ years of technical support experience as a team leader or with direct supervision responsibilities. • 2-5 years of technical support experience. • Knowledge of Windows Active Directory Infrastructure and Networking. • Knowledge of IT Help Desk ticketing system applications and reporting metrics, call metrics. • Knowledge of support and troubleshooting in Microsoft Windows and Microsoft Office environments. • Excellent interpersonal, oral and written communication skills. • Ability to multi-task, prioritize and time manage. • Ability to work autonomously under minimal supervision. • Strong customer service orientation. • Self-starter with initiative, strong organizational skills, project management skills, decision making and leaderships skills. • Knowledge of Mortgage Banking Industry preferred. • Bachelors degree in Computer Science, Engineering or related field preferred.