IT Help Desk Supervisor

$52,000 - $72,800/Yr

Strategic Solutions - Downers Grove, IL

Full-time - Mid Level

Downers Grove, IL

Professional, Scientific, and Technical Services

About the position

The IT Help Desk Supervisor at Strategic Solutions, Inc. is responsible for overseeing the Help Desk team, ensuring excellent customer service and efficient problem resolution for clients. This role involves supervising Tier 1 service desk agents, monitoring call volumes, and maintaining communication with management regarding team performance and client issues. The supervisor will also play a key role in training, hiring, and improving Help Desk processes.

Responsibilities

• Provide training, guidance, and assistance to Help Desk Agents.
• Actively supervise Help Desk Agents and address performance and attendance concerns.
• Assist in the hiring process and performance review process for Help Desk Agents.
• Improve, implement, and maintain the Help Desk processes and procedures.
• Respond quickly to client issues and provide resolutions.
• Maintain constant communication with the Help Desk Manager regarding client issues and Help Desk Agent performance and attendance concerns.
• Perform other tasks consistent with the role and as assigned.

Requirements

• A minimum of two years of user support experience, troubleshooting hardware and software problems required.
• Experience with various computer related technologies required.
• Knowledge of computing and computer systems, hardware, software and peripheral equipment.
• Knowledge of computer security systems, procedures, techniques and applications.
• Customer service experience a plus.
• A+, MCP, or similar Certification desired.
• Bachelor's degree or higher in a related technical area or equivalent technical training/experience preferred.
• Bi-lingual a plus.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of ITIL or similar frameworks.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance