We have an immediate need for a IT Helpdesk Supervisor to join a recognized leader in senior care. The IT Helpdesk Supervisor will be responsible for overseeing the day-to-day operations of the IT Help Desk team to ensure it delivers a high level of customer service to end users.
What You Will Do:
Responsible for day-to-day management of ticketing queue to ensure incidents and service requests are handled in a timely manner.
Review pending Service Requests for IT Infrastructure team and make corresponding decision whether to approve, deny, or cancel.
Work with IT Operations manager to develop, implement, and oversee policies and procedures to ensure consistent service levels are met, including issue identification, assignment, documentation, and resolution.
Serve as an escalation point to the Helpdesk team to assist with complex technical issues that may need to be transferred to another team.
Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end user support volume from phone calls, emails, and self-service tickets.
Act as a liaison to other departments to assist with special IT needs, receive feedback, and improve end user experience.
Provide direction by coaching and mentoring staff and celebrate accomplishments.
Communicate job expectations, enforce policies and procedures, and provide feedback to the Helpdesk team.
Maintain staff by recruiting, selecting, orienting, and training employees while also maintaining a safe and secure work environment and developing personal growth opportunities.
What Gets You the Job:
Bachelor's degree in Computer systems or related field of study (A comparable combination of education/experience and/or training will be considered equivalent to the education listed).
4-5 years working in an IT Help Desk Environment with 2 years minimum in a lead/supervisory position.
Advanced experience with PC Operating Systems and software.
Working Knowledge of Active Directory and ticketing systems.
Experience with Azure and Exchange Online administration.
Active Roles management preferred but not required.
Demonstrated customer service skills to all levels of end-users including executives and field personnel while delivering solutions to meet their needs.
Strong leadership and technical skills to be able to manage, mentor and guide technical staff.
Ability to participate in on-call 24x7 rotation to provide management guidance to on-call technicians.
May require travel to off-site locations; some overnight travel may be required.
Ability to work independently and as a team member within established policies and procedures.
Proven problem solving and analytical abilities; experience with process development and adherence.
Excellent verbal and written communication skills, required.
Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders - bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.