Help Desk Supervisor

Location: Carrollton
Posted on: March 18, 2020

Job Description:

 
 Help Desk Supervisor Job in Carrollton, TX
Shift: 2pm to 10pm
 
This dedicated and dependable individual will manage and coordinate activities of Helpdesk analysts who provide problem solving support or direction to computer users by performing the duties listed below.  The Helpdesk Supervisor II manages day-to-day operations of the Helpdesk including 500 corporate users throughout North America.  Monitors, controls and manages all problems arising from or related to the services supported.  Ensures the entire Helpdesk staff adheres to all procedures for problem escalations.
 
Responsibilities:

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• Manages team to identify, track and resolve end-user problems
• Oversees the management of all incoming calls by encompassing the following service levels:

1.     Average speed to answer – 75 seconds
2.     Abandon call rate – less than 10% of the calls
3.     First call resolution – 90% of calls resolved on the first call
 
Monitors production jobs and processes in the following systems:
1.     Control M (Monitors over 1000 jobs per day)
2.     Patrol
3.     IMS 4000
 

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• Support and maintain a 6,000 sq. ft. raised floor computer room with UPS system and redundant electrical power
• Maintain tape library for media stored on and off site
• Monitor, control and manage issues related to Helpdesk and Computer Operations and follows-through to ensure resolution
• Reviews scheduling to optimize Helpdesk and Computer Operations staffing to cover operations 24/7/365
• Promotes teamwork and supports the company values
• Streamlines and documents Helpdesk processes / procedures to optimize efficiencies of the department
• Develop and maintain Computer Operations documentation
• Assists Helpdesk agents in resolving issues related to non-routine or complex software, hardware, procedural problems and function as a Level III as needed
• Evaluates team performance and administers coaching and counseling of the Helpdesk staff by enabling management “best practices”
• Identify available and develop new training programs through Accor University and other training resources to ensure new and existing agents receive training to increase their knowledge and skill sets of systems and applications supported by the Helpdesk
• Designs and implements strategies to optimize use of Helpdesk and Computer Operations resources through employee cross-training
•  Leads and supports projects and initiatives as required or volunteered for by due dates
• Serves as inter-departmental liaison to refine call center and troubleshooting/trend analysis procedures as well as utilizing experience with organizing, documenting, and optimizing problem solutions.
• Evaluates and facilitate escalation of critical issues to appropriate IT departments
• Develops and foster inter-departmental relationships with IT partners within the organization
• Coordinates and assures quality of information distributed within the department to enhance efficiency and accuracy of resources available to Helpdesk Agents and Computer Operators
• Analyzes call trends and identifies immediate and long-term resolutions to reduce impact to organizational operations
• Recruits new helpdesk agents through review of applicant qualifications, conducting phone and in-person interviews

 
Preferred skills and experience:

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• 4 years previous management experience in Operations or Call Center environment, including Helpdesk environments
• Strong analytical aptitude and problem solving skills in a technical environment
• Participate in training and provide guidance of personnel to refine skills and assist with Excellent technical documentation, presentation, written and oral communication skills

 
Requirements:

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• 2 to 4 year College degree or equivalent working experience
• 2 to 4 years experience working in a Customer Service focused Call Center or hotel/hospitality environment
• Proficient with DOS, Point of Sale Systems, Property Management Systems, LAN/WAN connectivity, Word, EXCEL, Microsoft Outlook or aptitude to learn
• Flexibility in scheduling 365 days a year 24/7
• Ability to make good judgments and possess good negotiation, problem solving and analysis skills in order to handle difficult situations
• Decision-Making: Prioritizes options so that decisions align with tactical objectives; evaluates the quality and usefulness of information for making informed decisions.
• Innovation: Creates new ways of solving problems and improving efficiencies.

 
Leadership:
1.     Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others
2.     Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
 
Customer Service:
1.     Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
2.     Possesses the ability to understand and clearly communicate technical information to non-IT personnel
 
Minimum Knowledge Requirements:

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• Operational knowledge of ACD systems- Lucent CenterVu experience preferred
• Previous experience in Call Center or Helpdesk Operations  
• General knowledge of Windows 9x, Windows 2000, Computer and network hardware, Applied knowledge of HEAT or similar contact management tools

 
Preferred Knowledge:

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• Designing new and utilizing existing metrics reports in Crystal Reports 10.0 and above
• Advanced knowledge of Windows 9x, Windows 2000, Computer and network hardware, including terminology
• Knowledge of Rightfax, Information Management System (IMS-4000), and other computer room tools preferred
• Administration of MS Access or SQL databases
• Configuration and Administration of Avaya Definity PBX switches
• HTML/Front Page web design experience

Keywords: , Carrollton , Help Desk Supervisor, IT / Software / Systems , Carrollton, Texas