Help Desk Supervisor
The Doyle Group is a leading IT consulting and placement firm, dedicated to providing top-notch talent and innovative solutions to our clients. We specialize in connecting skilled professionals with organizations in various sectors, ensuring seamless integration of technology and expertise. Currently, we are seeking a dynamic and experienced Help Desk Supervisor to join our team and support our client in the public sector.
Overview: As a Help Desk Supervisor, you will play a crucial role in overseeing the day-to-day operations of the help desk team while actively contributing to hands-on tier 1/2/3 ticket resolution. This position requires a candidate with a solid hands on technical background, strong management skills, and experience in vendor management. The successful candidate will be responsible for ensuring efficient and effective IT support services for our client.
- Manage and lead a team of help desk professionals, ensuring timely and high-quality resolution of tier 1/2/3 support tickets.
- Provide hands-on technical support for complex issues, serving as a subject matter expert in troubleshooting and ticket resolution.
- Collaborate with internal stakeholders and external vendors to ensure seamless delivery of IT services.
- Develop and implement best practices for incident management, problem resolution, and customer satisfaction.
- Monitor help desk performance metrics, analyze trends, and implement continuous improvement initiatives.
- Conduct regular team meetings, training sessions, and performance reviews to foster professional development.
- Work closely with the client to understand their specific IT support needs and tailor services accordingly.
- Manage vendor relationships, negotiate contracts, and ensure compliance with service level agreements (SLAs).
- Stay current with industry trends and advancements to propose and implement relevant technologies and processes.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a help desk or technical support role, with hands-on tier 1/2/3 ticket resolution skills.
- Previous experience in a supervisory or managerial role, demonstrating strong leadership and team-building skills.
- In-depth knowledge of ITIL processes and best practices.
- Excellent communication and interpersonal skills to liaise effectively with team members, clients, and vendors.
- Vendor management experience, including contract negotiation and performance monitoring.
- Strong analytical and problem-solving abilities.
- Certifications such as ITIL, CompTIA A+, and Microsoft Certified: Azure Fundamentals are a plus.
- Compensation for this role is estimated to be $80,000-$90,000 but will vary depending on experience.