We are looking for a Help Desk Supervisor for a dynamic company in Ontario. POSITION SUMMARY: The Helpdesk Supervisor manages a team of Level 2 PC / Helpdesk technicians and outsourced Level 1 Helpdesk support for IT-related issues of the entire organization. The Helpdesk Supervisor is considered a Level 2 Helpdesk support position. This is a hands-on position with strong technical foundation, troubleshooting skills and ability to work independently. ESSENTIAL DUTIES AND RESPONSIBILITIES: Strategy & Planning: Maintain helpdesk system for task management, tracking, asset management and software license compliance. Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management. Assists in analysis of system performance, network and helpdesk activities to enhance overall service delivery to the business Deployments & Operational Management: Trains helpdesk staff to answer and resolve incoming calls. Solves, or assists helpdesk representatives in solving, non-routine or complex software, hardware, network system, and networking and procedure problems. Analyzes helpdesk activity and makes recommendations for changes in helpdesk procedures and systems to upper management. Research and stay current on IT service best practices and function as a subject matter expert in these areas. Conducts / Organizes end user training / provides tools Expands existing metrics, develops new metrics where appropriate and reports on metrics Daily review of work orders with all Helpdesk staff Weekly review of metrics with supervisor Monthly reporting of metrics to upper management JOB QUALIFICATIONS (Education, Experience, Knowledge, Skills & Abilities): Required: 4 year college degree in Computer Science 1-3 years of job related experience in a Supervisor role. Thorough knowledge of Windows operating systems: Windows Server 2008 and 2012, Windows 10 and Windows 7 work experience with 5-7 years hands on experience. Fundamental understanding of IT architecture. (User account security, Networking, Remote Access via VPN, wireless access) PC hardware upgrades, repair and rollout using automated deployment utilities. Experience of managing a team within a Helpdesk environment. Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Analyze help desk performance through various statistical and reporting methods Excellent written and verbal communication skills. Must be available for support during on-call rotation. Ability to lead teams effectively both through structured coaching and delivering by example. Must be team player and exceptionally customer service oriented Excellent understanding of organizations goals and objectives Good communication skills (verbal and written) Must be very organized and self-motivated / independent worker with keen attention to detail and follow through Ability to prioritize and execute tasks in high-pressure environment Frequent work outside regular business hours to facilitate system upgrades / rollouts Travel throughout the USA required depending on business needs. Desired: ITIL certification MCSA - Microsoft Certified Solutions Associate (Windows Server 2008 & 2012; Windows 7/10, Lync 2010/2013) For consideration: Send your resume to marco.montenegro@rht.com in Microsoft Word format LinkedIn www.linkedin.com/in/marcomontenegro
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*Req ID:* 00350-9905710
*Functional Role:* Desktop Support
*Country:* USA
*State:* CA
*City:* Ontario
*Postal Code:* 91761
*Compensation:* $60,000.00 to $75,000.00 per year
*Requirements:* JOB QUALIFICATIONS (Education, Experience, Knowledge, Skills & Abilities): Required: 4 year college degree in Computer Science 1-3 years of job related experience in a Supervisor role. Thorough knowledge of Windows operating systems: Windows Server 2008 and 2012, Windows 10 and Windows 7 work experience with 5-7 years hands on experience. Fundamental understanding of IT architecture. (User account security, Networking, Remote Access via VPN, wireless access) PC hardware upgrades, repair and rollout using automated deployment utilities. Experience of managing a team within a Helpdesk environment. Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Analyze help desk performance through various statistical and reporting methods Excellent written and verbal communication skills. Must be available for support during on-call rotation. Ability to lead teams effectively both through structured coaching and delivering by example. Must be team player and exceptionally customer service oriented Excellent understanding of organizations goals and objectives Good communication skills (verbal and written) Must be very organized and self-motivated / independent worker with keen attention to detail and follow through Ability to prioritize and execute tasks in high-pressure environment Frequent work outside regular business hours to facilitate system upgrades / rollouts Travel throughout the USA required depending on business needs. Desired: ITIL certification MCSA - Microsoft Certified Solutions Associate (Windows Server 2008 & 2012; Windows 7/10, Lync 2010/2013) For consideration: Send your resume to marco.montenegro@rht.com in Microsoft Word format LinkedIn www.linkedin.com/in/marcomontenegro