We are seeking an experienced Help Desk Support Supervisor to lead our team of help desk support professionals. In this role, you will be responsible for ensuring the efficient and effective operation of our help desk, providing technical assistance to end-users, and supervising a team of support agents. The ideal candidate will have a strong technical background, exceptional leadership skills, and a customer-centric approach to problem-solving.

Responsibilities:

• Team Leadership:

• Supervise, mentor, and provide guidance to help desk support staff.

• Set performance goals, conduct regular performance evaluations, and provide constructive feedback.

• Foster a positive and collaborative team environment.

• Technical Support:

• Provide advanced technical assistance to end-users, resolving complex issues promptly and effectively.

• Troubleshoot hardware and software problems, including network connectivity issues.

• Ensure all support requests are logged, tracked, and resolved in a timely manner.

• Quality Assurance:

• Implement and enforce help desk support best practices and standards.

• Monitor and evaluate the performance of the help desk team to ensure exceptional service delivery.

• Identify opportunities for process improvements and efficiency enhancements.

• Documentation:

• Maintain accurate records of support requests, resolutions, and standard operating procedures.

• Create and update knowledge base articles for common issues to aid in self-service support.

• Customer Relationship Management:

• Communicate effectively with end-users, ensuring a high level of customer satisfaction.

• Act as a point of escalation for complex or unresolved issues, providing timely resolution.

• Build and maintain strong relationships with clients to understand their specific needs.