Supervisor, IT Helpdesk
Supervises a Helpdesk team, ensuring timely ticket resolution, SLA adherence, staff development, and high-quality internal IT support. Requires experience administering Okta, Google Workspace, Macintosh and Windows environments, troubleshooting hardware, networking, and VoIP systems.
About the job
Responsibilities
- Guide Helpdesk staff with procedural, policy, and technical questions.
- Ensure SLAs are met and work with Helpdesk staff to address issues.
- Ensure adherence to Helpdesk staff schedules for direct reports and address issues.
- Conduct biweekly 1:1s with direct reports.
- Conduct weekly regional meetings for reporting Helpdesk staff.
- Mentor and train Helpdesk staff.
- Work cross-functionally with other technology teams to ensure safe and proper operations.
- Assist with handling tickets, including escalation, fill-in coverage, and surge support.
Requirements
- Ability to work independently.
- Proven ability to build processes that improve quality, accountability, and timely closure of Helpdesk issues.
- Moderate knowledge of Okta user and group administration, with 3+ years of experience.
- Moderate knowledge of Google Workspace user and group management and administration, with 3+ years of experience.
- Moderate knowledge of Macintosh and Windows configuration and administration, with 3+ years of experience.
- Proficiency troubleshooting desktop hardware.
- Proficiency upgrading and performing basic repairs of PC hardware.
- Moderate knowledge of networking technologies.
- Moderate skill in VoIP softphone deployment and troubleshooting.
- Strong US English verbal and written communication skills; multilingual skills preferred.
- High school diploma or better.
Skills
Okta, Google Workspace, Macintosh, Windows, Desktop Hardware, Pc Hardware, Networking, Voip, Softphones, Sla Management
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