Job Description

Helpdesk Supervisor - Boston, MA

Location:

BostonMassachusetts

Date Posted:

3/14/2019

Employment Type:

Consulting

Recruiter:

Keeley Glover

Recruiter Email:

keeley.glover@avidtr.com

Job ID:

JN -032019-13155

Job Description

Primary Responsibilities:
Client is seeking a Help Desk Supervisor who is eager to join a dynamic Information Technology Division. The ideal candidate will be capable of solving user support issues while collaborating with other support teams. In this role, the selected candidate must be focused, reliable, responsive, and possess personnel management skills.

The Help Desk Supervisor will manage a high volume Help Desk team. This team services calls and emails in a professional and courteous manner. The Supervisor’s duties include troubleshooting issues with various desktop and application solutions, utilizing remote desktop capabilities to assist users and troubleshoot reported problems, and training staff on various business software applications.

The Supervisor must identify and learn appropriate software and hardware used and supported by the organization, enabling the Help Desk team to troubleshoot and resolve technical problems relating to hardware, software, and network support.

The Supervisor must be able to manage customer services from the initiation phase through the evaluation and resolution phases. The Supervisor will interface with other team members, senior level management, and end-users on a regular basis. The Supervisor is responsible for assigning projects and managing daily staff progress during normal and critical periods. After-hours and weekend availability is required in order to respond to emergencies, perform production system testing, and for various election support dates.

Additional responsibilities include:
  • Superb written communication skills are required.
  • Must be able to utilize strong telephone and email communication skills, including clear concise questioning and active listening, to gather information, troubleshoot, and complete commitments to customers.
  • Management of multiple assignments simultaneously, with the ability to respond to changing priorities and expectations dynamically, and provide daily status updates and weekly progress reports on projects.
  • Responsible for building knowledge of the business applications and support for remote end users
  • Specifically, responsible for acquiring familiarity with relevant laws and regulations, researching requirements related to business applications, providing system training by phone to over 900 users, and auditing user account information.
  • Participation in quality assurance testing to verify and analyze application upgrades to software before deployments.
  • Responsible for completing test plans and reporting unknown issues
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