Help Desk Supervisor

Stemilt Growers - Wenatchee, WA

Full-time - Mid Level

Wenatchee, WA

Crop Production

About the position

As Stemilt's Help Desk Supervisor you will play a pivotal role in driving exceptional technical support across our organization. In this position, you'll oversee daily operations, lead and manage our helpdesk team. This position supports four thousand Stemilters and it's required to deliver extraordinary customer service at all levels, in addition ensure technical performance and reliability of our products, systems, and services, meeting and exceeding industry standards to achieve unparalleled customer satisfaction. Exceptional interpersonal communication skills are a must.

Responsibilities

• Lead and Supervise Help Desk Team: Oversee a team of four IT support technicians, providing direction and support to ensure effective team performance and high-quality service delivery.
• Training and Development: Develop and implement a comprehensive training program for helpdesk staff, aimed at enhancing their technical skills and customer service abilities.
• Performance Management: Monitor and evaluate help desk performance metrics to ensure adherence to established standards and service level agreements.
• Workflow and Process Optimization: Design, develop, and maintain efficient workflows, systems, and processes to optimize helpdesk operations, including a tiered escalation procedure for complex issues.
• Escalation Management: Address and resolve escalated support tickets, ensuring prompt and effective resolution of advanced technical problems.
• Technical Support: Provide comprehensive desktop hardware and software support to all employees, ensuring seamless operational functionality.
• Standard Operating Procedures: Create, review, test, and maintain up-to-date standard operating procedures (SOPs) to ensure consistent and effective helpdesk operations.

Requirements

• 3-5 years of IT work experience, including managing team(s) responsible for desktop support, customer service, and/or production support in multi-platform environments.
• Bachelor's degree in computer science, Information Systems, or other related field. Or equivalent work experience.
• Extensive knowledge of desktop environments, networking, and Microsoft Office suite technologies.
• Proficient in Windows and Virtual Server configurations and technologies.
• Proven track record in managing and operating a Help Desk or Service Desk, with strong experience in leading such teams.
• Demonstrated ability to effectively manage and mentor a team of employees, taking full accountability for their responsibilities.
• Exceptional communication abilities with the capability to interact effectively with employees at all organizational levels.
• Highly self-motivated and directed, with the ability to work independently and efficiently with minimal supervision.

Nice-to-haves

• Preferred certifications in Microsoft systems and Cisco networking.
• Proficiency in English and Spanish is a plus.

Benefits

• Medical/Dental/Vision insurance
• Short- and Long-term Disability insurance
• FSA
• Life insurance
• Matched 401(k)
• Paid holidays
• Paid-time-off
• Performance Incentive Plan