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Helpdesk Supervisor
Job Description
We are seeking a hands-on helpdesk supervisor to oversee the user support operation in the organization. We currently handle a monthly volume of approximately 700 tickets per month supporting about 500+ users at 12+ locations across the east cost of United States. This position reports directly to the Assistant Director, their primary responsibility is to manage the day-to-day operations of the help desk.
Key Responsibilities:
Job Requirements:
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Key Responsibilities:
- Provide daily end user related technical support via phone, remote desktop, and by desk side
- Manage user relationships while maintaining professionalism supporting users at all levels
- Supervise a small technical support team of 3, on daily operations
- Provide AV support on high profile in-person/virtual events such as executive board & staff meetings
- Monitor and measure help desk tickets levels to ensure SLA, work quality and user satisfaction
- Act as an escalation point within the team
- Procurement of equipment and peripherals
- Work on user related tasks/initiatives set by IT Assistant Director and Director
- Advise on and recommend new, cost-effective technologies that align with organizational goals
- Monitor and review individual team member performance
- Work with vendor on AV equipment maintenance in offices
- Manage hosted applications such as RingCentral, Nitro, Zendesk
- Update user hardware inventory and manage user equipment life cycle
- 60% of the time is used in directly provide tech support for users via phone, and remote desktop.
- Travel to other offices for project and support as needed
Job Requirements:
- 5+ years working in a technical support/helpdesk environment required
- 3+ year as technical lead or supervisory experience required
- Strong ability to understand strategic objectives and skillfully prioritize diverse demands
- We value someone who can confidently manage priorities and perform well under pressure, understanding the importance of timely delivery.
- Exceptional communication and interpersonal skills, enabling effective interaction with individuals at all organizational levels
- Seeking an individual who is a highly motivated self-starter, capable of independently learning and mastering new technologies, and readily adjusting to changing priorities and tools
- Proven ability to cultivate a collaborative team environment, offering constructive guidance and adeptly identifying, resolving, and mitigating emerging challenges
- Strong organizational skills
- Strong technical background and troubleshooting experience in Windows OS, Microsoft Office productivity applications, Office 365, desktop/laptop hardware and peripherals
- Extensive experience in Microsoft Windows environment including Active Directory and Exchange
- General knowledge of networks such as TCP/IP, firewall, VPN, DNS, VLAN, etc.
- General understanding of telecommunication, network security and mobile device management
- Knowledge/experience of Crestron/AV systems, Cisco network, Cisco Call Manager and VMware a plus
- MCSA/MCITP certification preferred
- Ability to communicate in Spanish is highly desirable
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Leonard Bellezza
VP of Recruiting
Leonard is a graduate from Montclair State University with a degree in Marketing with a concentration in Sports, Events and Tourism. He has been with The Phoenix Group since 2018. He was brought into the recruiting industry by a friend who previously worked at TPG. In his free time, he enjoys playing golf and watching sports.
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