Helpdesk Team Supervisor
1 week ago
The Helpdesk Team Supervisor will be responsible for overseeing the daily operations of our helpdesk team at CallTek. This includes managing team members, monitoring performance metrics, and developing strategies to improve service delivery.
- Key Responsibilities:
- Manage and supervise the IT helpdesk team to ensure timely responses to support requests and adherence to service level agreements (SLAs).
- Monitor helpdesk operations and identify areas for improvement.
- Develop and maintain helpdesk documentation, including processes, procedures, and troubleshooting guides.
- Collaborate with other IT departments to ensure a seamless support experience for end-users.
- Provide training and development opportunities for helpdesk staff to enhance their technical skills and customer service abilities.
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 3+ years of experience in IT support roles, with at least 1 year in a supervisory position.
- Strong understanding of helpdesk operations, ticketing systems, and ITIL framework.
- Excellent communication and leadership skills, with the ability to motivate and develop a team.
- Proficient in troubleshooting hardware, software, and networking issues.
- Experience with remote support tools and systems administration.
- Relevant certifications (e.g., ITIL, CompTIA) are advantageous.
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