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.
Responsibilities:
- 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.
Qualifications:
- 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:
- Compensation for this role is estimated to be $80,000-$90,000 but will vary depending on experience.
