Service Desk Team Supervisor chez 3KeyLogic

Description

3KeyLogic is a computer consulting company specializing in customized IT project and support solutions. We work with midsize to large clients mainly in the Healthcare and Manufacturing arenas. We are based in the Minneapolis area with clients throughout the United States.

3KeyLogic is searching for a Service Desk Team Supervisor to take a leadership role at our client location in Waconia, MN. This full-time, onsite position will be responsible for overseeing the operations of a help desk and handling tickets and phone calls to ensure efficient support that provides excellent customer service.

Key responsibilities include: 

• Working Supervisor Role: This position will answer phones, work tickets and be actively in queue to ensure ticket efficiency, SLA adherence and customer satisfaction.
• Supervise Staff: Lead the IT Service Desk team and ticket management to ensure quality customer service and timely issue resolution.
• Staff Training and Development: Lead by example and teach logical thinking, organization, ownership and engagement to staff.

 By fulfilling these responsibilities, a Service Desk Team Supervisor plays a crucial role in ensuring that IT services are delivered effectively and that customer needs are met promptly and professionally.

This position will report directly to the onsite IT Service Manager.

Responsibilities

• End User Call Queue: Provide first-line and second-line technical support for customer systems and applications.   Troubleshoot incidents, manage escalations, and support timely resolution by the technical service desk team.  Maintain and manage ticket queues to ensure efficient time management and consistent progress toward resolution.
• Team Management: Lead, mentor and work with a team of Service Desk Analysts to ensure they are well-trained and motivated to provide excellent customer service. Foster a positive team environment and encourage professional development.
• Problem Resolution: Identify and address technical issues, provide support, and ensure compliance with service level agreements.
• Service Delivery Oversight: Oversee the day-to-day operations of the service desk to ensure that service level agreements (SLAs) are met and incidents and service requests are handled effectively by the team.  
• Incident Management: Manage the lifecycle of incidents from initial reporting to resolution while working in a ticket and phone queue. This includes categorizing, prioritizing, and escalating issues as necessary while ensuring timely communication with stakeholders.  
• Customer Support: Act as a point of contact for escalated customer issues by providing expert advice and support on IT-related problems. Ensure that customer satisfaction levels are maintained and improved.  
• Collaboration: Work closely with other IT teams and departments to ensure seamless communication and resolution of technical issues. Collaborate on projects that require cross-functional support.  
• Reporting and Metrics: Prepare and present regular reports on team performance, incident resolution times, and customer feedback to IT leadership. Use this data to drive improvements and informed decision-making.  
• Security Awareness: Communicate security risks and ensure that the team adheres to security policies and procedures. This includes responding to security incidents and conducting basic risk assessments.
• Training and Development: Coordinate training programs and provide career development guidance to team members.

• Process Improvement: Analyze incident trends and make recommendations for process enhancements to improve service delivery.

Requirements

• IT technical degree preferred

• At least 5 years of experience as a help desk technician or related position

• IT experience in a medical environment a plus

• Demonstrated leadership capabilities
• Experience with IT service management tools and software
• Excellent team management skills
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in network infrastructure, hardware, and software
• Ability to diagnose and resolve technical issues

• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Knowledge/Skills/ Abilities:

• Knowledge of PC hardware
• Knowledge of Microsoft Windows, Active Directory, and Group Policy
• Knowledge of Microsoft Office
• Knowledge of VMware, CITRIX technologies and Virtual Desk Infrastructure VDI
• Preferred License/Certifications:
• Microsoft MCSA
• A+
• Network+
• Security+

Benefits

• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• 401K Plan
• PTO and Paid Holidays

Salary

Pay ranges from $75,000 to $110,000 dependent on a combination of education and experience