Help Desk Supervisor
Myriad Advisor Solutions, located in our brand-new office in Waukee, Iowa, is seeking a client focused yet team oriented, technically astute, and engaged Help Desk Supervisor to join our Help Desk team! This hands-on position will directly manage our tech support help-desk. In addition to employee management, the Help Desk Supervisor will focus on ticket management and client satisfaction while also leading, coaching, and enhancing skills within the help desk team members. This candidate will be a liaison between the leadership team and the Helpdesk support team.
The ideal candidate will have experience in help desk supervision, inbound/outbound tech call center management or similar experience. As an engaged position, the Help-Desk Supervisor requires a self-motivated, positively engaged and tech savvy individual who thrives in a fast-paced call center client focused help desk environment.
A Glimpse of the Position Responsibilities:
- Oversee the efficiency of all Help Desk personnel and maintain knowledge of all job functions
- Perform daily and weekly reviews of team performance related to ticket closure rates and customer satisfaction; communicate results on a regular basis to Leadership
- Track and analyze trends in Help Desk requests and generate statistical reports
- Perform regular quality control reviews on all team deliverables including but not limited to documentation, client communications, phone call reviews, system configurations and project outputs
- Manage shift scheduling, vacation time and sick time, ensuring adequate support coverage for Myriads’ clients
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Encourage and support personal and professional growth of the Help Desk Team; lead by example through display of personal knowledge advancement and skill growth; Identify staff development and training needs; proposes training sessions; aid in the creation and implementation of continuous knowledge sessions
- Manage the processing of incoming calls to the Help Desk via telephone, e-mail, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
- Delegate and manage incoming client helpdesk requests via multiple channels, primarily phone calls; Assist with escalated and/or sensitive client technical support issues in a timely manner
- Provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems, malfunctions of all PC related issues;
- Accurately document details related to client support issues in help desk ticketing system and complete ticket/tasks efficiently
Required Qualifications:
- Minimum of two years of supervisory or management experience; Two years of hands on tech support experience required
- First-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients
- Demonstrated progressive experience in the supervision of a technical support team.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables preferred.
- Solid relationship management and performance management skills.
- Associates degree preferred; completed college coursework in conjunction with work experience will also be considered
- Advanced knowledge of Microsoft Windows (7 and 10), Microsoft Office, and a willingness to learn new operating systems
Desired Traits:
- Excellent oral, written and interpersonal communication skills; strong professional phone etiquette
- Excellent planning and organizational skills, ability to adequately handle multiple projects/requests in parallel, effective follow-up, deadline focused
- Detail oriented and demonstrates a commitment to accuracy by delivering high quality work consistently
- Ability to motivate and direct staff members and subordinates.
- Strong understanding of the organization’s goals and objectives.
- Ability to listen, quickly discern key information from a given situation, evaluate options and quickly provide pragmatic, practical, and simple/cost-effective solutions
- Ability to utilize problem-solving skills, creativity, and critical thinking
Qualified and energetic candidates must have the ability to pass a background check. If you wish to be considered for the Help Desk Supervisor position you are encouraged to apply via www.myriadas.com or call (515) 850-1218.