Help Desk Supervisor

Summary

The Help Desk Supervisor is responsible for building and operating a proactive, collaborative technical support team. The Help Desk Supervisor supervises our help desk team, provides daily oversight of ATS’s Help Desk operations and ensures that incidents/requests are resolved in a timely and quality manner. The Help Desk Supervisor’s responsibilities include software licensing, vendor management, equipment procurement, inventory management, endpoint systems set-up and deployment, mobile device distribution and management, Service Level Agreement (SLA) compliance, processing purchase orders/invoices, and system updates. Primary goals include making support accessible, growing our team members’ knowledge, and creating a culture of self-help.

Education and Experience

1. A 2–4-year degree in information technology, computer science, software development or a related field, or equivalent combination of education and training.
2. 2+ years of experience supervising staff involved with Help Desk operations within an organization.
3. Experience in team building and collaboration with business leaders, 3rd parties, and internal staff.
4. Demonstrated knowledge working in and improving a ticket-based environment.
5. Strong planning and problem-solving skills; able to identify and resolve problems in a timely manner.  Able to gather and analyze information and develop alternative solutions.
6. Demonstrated ability to lead process improvement initiatives, implement change, and experience with purchasing.
7. Outstanding coordination, facilitation, consultation, and conflict resolutions skills.
8. Demonstrated experience in team building and collaboration with business leaders, 3rd parties, and internal staff.
9. Strong interpersonal skills; able to establish trust and rapport with all levels of staff.  Able to relate effectively to diverse cultures.
10. Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment.
11. Strong computer proficiency with Microsoft Office; Word, Excel, PowerPoint, Access, Outlook.  Able to learn company specific programs.
12. Excellent knowledge and experience with installation and maintenance of Microsoft Windows, Office Suite and other software packages.
13. Excellent communication skills (written, listening and verbal).
14. Must be able to demonstrate a proactive commitment to ATS corporate values and the success of all staff.
15. Willing and able to travel infrequently, including overnight travel.

Essential Duties and Responsibilities

1. Assist the manager with the staff, budget, department goals and objectives, projects, processes, and support activities related to the help desk.
2. Monitor, measure, and report on customer service levels against agreed upon performance standards continually making improvements.
3. Ensure timely delivery of quality technical support services are provided to customers.
4. Participate in strategy, operations, and project related decisions for all endpoint hardware and related software purchases, installations and management.
5. Create and maintain the digital face of Tech Stop using one simple, modern and user-friendly self-help site.
6. Teach and guide their team to create and maintain outreach in several ways: monthly new user sessions, monthly virtual lunch and learns, quarterly open house events (including in-person on the floor in the operations area), digital office hours with an open line so people can "stop in" for a quick discussion, etc.
7. Gain understanding of hardware and software needs for the organization, maintain an inventory for each and develop a replacement plan.
8. Drive continuous improvement efforts for on-going efficiency and effectiveness within own department and across ATS.
9. Identify trends and patterns in service requests related to ticket volume, classification, and labor hours to find areas of improvement and report to management.
10. Assist the manager with the team for optimal performance by communicating and clarifying expectations, monitoring and effectively communicating performance, coaching and mentoring for improvement and development, and rewarding employees for high performance.
11. Ensure effective problem management processes are in place and followed to clearly identify root causes and prevent reoccurring problems. 
12. Develop strong working relationships with others throughout the entire organization; utilizing partnerships to help each area succeed and maximize ATS results.
13. Continuously seek to improve departmental quality, efficiency, and productivity standards by creating, modernizing, and/or revising company processes, tools, and resources, (i.e., forms, procedures, technologies, and strategies).
14. Research and stay up to date on cutting-edge technology solutions to provide innovative and tailor-made solutions.
15. Assist the manager with the department SOP’s and system documentation.
16. Set unified vision, goals, and direction with support from the manager.
17. Manage team performance by communicating and clarifying expectations, monitoring and effectively communicating performance, coaching and mentoring for improvement and development, and rewarding employees for high performance with assistance from manager as needed.
18. Demonstrates, by their daily actions, ATS Mission, Vision, and Values in a consistent, effective, and reliable manner.
19. Support ATS’ culture by aligning actions, behaviors, performance, and decisions in accordance with the Company’s values as set forth in our All-Employee Competencies.
20. Carry out managerial and leadership responsibilities in accordance with ATS’ policies and applicable laws.
21. Perform key All-Manager Responsibilities; Deliver High Business results, Build the Right Team, Manage for Optimal Performance and Develop Talent for Growth.
22. Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required. 
23. Perform other duties and responsibilities as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Physical Requirements (Office-related positions)

This position performs work primarily in an office setting.

1. Constantly in a stationary position and occasionally will move around.
2. Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).
3. Constantly conversing with internal and external customers in person or via phone system.

EEO and Affirmative Action Statement

It is the policy of the ATS to provide for and promote equal employment opportunity in employment compensation and other terms and conditions of employment without discrimination based on age, race, creed, color, national origin, gender, sexual orientation, disability, marital status, Vietnam Era Veteran status, genetic predisposition, or carrier status.

The ATS designated person for issues concerning Affirmative Action/Equal Employment Opportunity is Director of Human Resources at 320-255-7400.

ATS is committed to assuring equal employment opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of the ATS to provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed.

The policy applies to all employment practices and actions. It includes, but is not limited to, recruitment, job application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.