Support Desk Supervisor

About the position

The Support Desk Supervisor is responsible for leading a team that provides first-line technical support to clients. This role emphasizes excellent customer service and technical troubleshooting, ensuring client satisfaction while driving the performance of the Support Desk team. The supervisor will also focus on employee growth and development, fostering a culture of continuous improvement and collaboration within the team.

Responsibilities

• Serve as the primary point of contact for incidents and service requests.
• Troubleshoot IT issues and problems for clients.
• Provide support for technical issues involving Microsoft's core business applications and operating systems.
• Assist organizations with basic technical support at the network level: WAN and LAN connectivity.
• Implement and support basic remote access solutions: VPN, Terminal Services, and Citrix.
• Act as point of escalation for the Support Desk Team.
• Provide the highest level of customer service, perception, and satisfaction.
• Manage a daily schedule in ConnectWise, including ongoing ticket review.
• Update tickets regularly and keep customers informed of incident progress.
• Ensure SLAs goals are met and escalate service or project issues as necessary.
• Create, review, and maintain documentation for clients.
• Partner with the Support Desk Manager to drive results and motivate the team.
• Engage in the technical troubleshooting process to ensure client satisfaction.
• Develop team members' critical thinking skills.
• Train new hires on critical tools and technology.
• Enter service or project tickets, time, and expenses in ConnectWise as they occur.
• Resolve audit findings or general support as required.
• Mentor Support Desk Engineers and serve on internal committees as requested.

Requirements

• Associate's Degree in Information Technology or equivalent work experience.
• Excellent communication skills.
• Strong customer service orientation.

Benefits

• Competitive pay
• Full health care benefits options including dental and vision
• Company laptop, home internet, and mobile phone stipend
• Long term and short-term disability insurance
• 401K plan with matching
• 3 weeks PTO