Job Title: Helpdesk SupervisorPay Rate: $45 per hourSchedule: Monday to Friday (9:00 am to 5:00 pm)Job Description:
Are you a tech-savvy leader with a passion for helping others? Join our dynamic team as a Helpdesk Supervisor! With your extensive experience in a helpdesk environment, you will oversee and enhance our technical support operations, ensuring seamless service delivery and exceptional customer satisfaction.
Key Responsibilities:
- Leadership & Supervision: Oversee the daily operations of the helpdesk, ensuring high-quality technical assistance to end users.
- Efficient Coordination: Manage call taking, triage, and dispatching activities to guarantee timely resolution of issues.
- Support & Escalation: Provide telephone support, accurately determine the nature of problems, and escalate as required.
- Issue Resolution: Supervise level 1 remediation activities and escalate calls for desk side/server side resolution.
- System Management: Utilize and configure the InContact ACD system to interface with the FDNY phone system, including setting up welcome messages, menu options, call prioritization, call back functionality, and off-site access during emergencies.
- Performance Monitoring: Ensure fault tolerance, monitor call metrics, and generate performance reports for continuous process improvement.
- Data Management: Update and maintain current client lists, personnel lists, folders, master codes, data entry, and product identification information.
- Team Leadership: Manage and lead a team of help desk personnel, providing guidance, coaching, and training to foster professional growth.
- Collaborative Environment: Promote a positive and collaborative work environment, encouraging teamwork and exceptional customer service.
Why Join Us?
- Competitive Pay: Earn $45 per hour while working a stable Monday to Friday schedule.
- Growth Opportunities: Advance your career in a supportive environment with opportunities for professional development.
- Impactful Role: Play a crucial role in enhancing our technical support services and making a difference in our organization.
Requirements:
- Minimum of three (3) years of experience in a helpdesk environment as a helpdesk technician/analyst.
Apply Now:
Ready to take your career to the next level? Join us as a Helpdesk Supervisor and lead our team to success! Apply today and become a part of our dedicated and innovative team.
Looking forward to your application!
Job Type: Full-time
Pay: $45.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Brooklyn, NY 11201: Relocate before starting work (Required)
Work Location: In person