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Support Supervisor
The Support Supervisor's role is to oversee the entire Support Desk staff and ensure that end users are receiving the appropriate assistance. This 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 functions. The Support Supervisor will also contribute to problem resolution by giving in-person, hands-on support to technicians and end users at the desktop level. |
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Responsibilities
- Manage the processing of incoming cases to the Support Desk via both telephone and web to ensure courteous, timely, and effective resolution of end user issues
- Design, document, audit and enforce request handling and escalation policies and procedures
- Establish, document and enforce Support Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
- Coordinate and/or perform hands-on fixes at the desktop/server level, including installing and upgrading software, installing hardware, and configuring systems and applications
- Monitor and test fixes to ensure problems have been adequately resolved
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Analyze performance of Support Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Track and analyze trends in Help Desk requests and generate statistical reports
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
- Assist in preparation of budget proposals and operational expenditure statements
- Collaborate with other departments to identify and/or procure Support Desk software for internal staff and external clients
- Conduct research on emerging products, services, protocols, and standards in support of support desk technology procurement and development efforts
- Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Support Desk issues and technologies
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
- Oversee the development, implementation, and administration of support desk staff training procedures and policies
- Train, coach, and mentor Support Desk Technicians and other junior staff
- Plan and conduct performance appraisals of Support Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary
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Position Requirements
- College diploma or university degree in the field of computer science, information sciences, or related field and/or 10 years equivalent work experience
- Exceptional knowledge of computer hardware
- Deep-seated experience with desktop and server operating systems, including Windows Server family
- Application support experience with Microsoft Office and SQL Server
- Demonstrated progressive experience in the management of a technical support team
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
- Solid relationship management and performance management skills
- Ability to motivate and direct staff members and subordinates
- Strong understanding of the organization’s goals and objectives
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language to non-technical staff and end users
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
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Work Conditions
- Additional of flexible working hours as required
- Some travel may be required
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Application Process
- Please select 'Apply Now!', or send an e-mail with an attached Cover Letter and Resume, in *.DOC or *.PDF, format to careers@emFAST.com, titled "Applicant: Support Supervisor"
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