3 hours

Help Desk Supervisor

Olathe, KS 66061
  • Job Code
    578723

Randstad Technologies is seeking a Help Desk Manager for an opportunity in Olathe, KS. This person will be responsible for supervising a corporate Help Desk staff and coordinating work order assignments managing the overall Help Desk activities.


Job Duties:



  • Takes overall responsibility for incident management and request fulfillment on the Help Desk ensuring an outstanding level of customer service by providing direct support to employees at all levels throughout the organization by providing a flexible and adaptable support environment to meet the changing needs of the company.
  • Oversees Help Desk operations.
  • Acts as initial point of escalation for users.
  • Escalates problems to the appropriate area, department, or person.
  • Follows up on escalated calls where appropriate.
  • Ensures all calls are entered into the Help Desk application.
  • Proficient in the use of the Help Desk software application.
  • Coordinates and schedules Corporate Help Desk staff hours.
  • Prepares Help Desk analysis reports as necessary.
  • Trains and coaches team members on best practices and analyzes staff performance.
  • Prepares and delivers annual performance reviews to Corporate Help Desk staff.
  • Monitors incoming calls for quality control purposes.
  • Monitors open work orders for aging and resolution.
  • Works with Corporate Help Desk staff on interpersonal conflicts/relationships.
  • Coaches Corporate Help Desk staff in development of skill sets.
  • Sets goals for Corporate Help Desk staff.
  • Provides constructive feedback in a timely manner.
  • Notifies management of escalation problems that could impact performance of multiple job units.
  • Develop understanding and be aware of project-related risk. Be familiar with what could go wrong on a project and how to protect the Company. Be familiar with company risk policies.
  • Lead safety efforts for team and ensure team follows safety rules and guidelines. Responsible for creating and modeling a safe work environment; demonstrates safety practices. Promote pre-task planning for all projects.
  • Promote continuous quality monitoring and improvement on projects. Monitor quality standards and practices.


Requirements:



  • Bachelor's degree in Information Systems and 10 years' experience. Or, in lieu of a degree, a minimum of 14 years' experience.
  • 10-12 years' Help Desk experience in a supervisory role.
  • Master's degree in Information Systems or related field preferred.
  • An understanding of ServiceNow or similar ITIL based Help Desk platform.
  • ITIL certification or equivalent combination of relevant education and/or experience
  • A working understanding of Microsoft workstation operating systems
  • A working understanding of Microsoft server operating systems
  • A working understanding of the current Microsoft Office product suite (Excel, PowerPoint, Word, etc.)
  • A working understanding of Microsoft Active Directory
  • A working understanding of Microsoft Exchange
  • Valid driver's license with acceptable violation history


Preferred Certification:



  • A+ certification preferred
  • Microsoft certification (MCP) preferred.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk Supervisor

Randstad Technologies
Olathe, KS 66061

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Help Desk Supervisor

Randstad Technologies
Olathe, KS
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