Cyderes is seeking a Help Desk IT Supervisor who is self-motivated, directed, and solution-oriented
You will be responsible for supporting our Cyderes workforce by providing leadership over first-level end-user technical support associates who administer various IT services including end-user identity management, systems access, equipment and software provisioning, and replacing or upgrading end-user IT equipment
As a Help Desk IT Supervisor, you ll be responsible for leading a team addressing technical Apple/macOS and Windows end-user questions and issues
You will also mentor and coach associates to help them best engage with help desk policies and procedures
Primary Responsibilities
Oversee and coordinate urgent and complicated support issues and act as an escalation point for all requests and incidents
Provide data and reporting of KPIs and IT ticketing trends to IT leadership on a weekly or monthly basis, or as needed
Monitor and manage the ticket management system queue of support tickets to meet or exceed internal SLAs
Demonstrate a commitment to the overall success of the IT team through process improvement, mentoring, and continuous learning
Working flexible hours when required to meet on-call needs or the requirements of the position
Support other help desk activities as directed by management
Working directly with the Security Team on security-related projects, initiatives, maintenance, and monitoring
Assisting IT with non-help desk related initiatives that arise.
Providing recommendations for new or updates to policies and procedures related to technology and services
Leading, mentoring, and coaching technology team members
Communicate ideas for improving company processes with a positive and constructive attitude
Perform all other duties as assigned
Desired Skills and Experience
Ability to work in a fast-paced team environment
Attention to detail with emphasis on accuracy, timeliness, and quality
Ability to prioritize work to balance multiple issues, projects, and/or deadlines
Exceptional customer service skills
Technical experience with industry hardware platforms, operating systems, applications, and wireless connections
Ability to conduct research, use and train others on tools, software, and technical procedures on a wide range of computing issues, as required
Ability to prioritize workflow and organize diverse/complex material as well as handle multiple, competing, and changing priorities while performing in a timely manner and effectively without direct supervision
Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility required
Willingness to strive to consistently improve, both personally, and as a team, to achieve extraordinary results in customer service and technical skills