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Supervisor - Helpdesk
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SKYGEN
Remote
Full-Time
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Job Description
What are important things that YOU need to know about this role?
- Hybrid work environment: This position is primarily onsite, working four days per week in Menomonee Falls and one remote day. Regular onsite leadership and team presence are critical.
- Hands-on supervisory responsibility: Leads a team of six direct reports, balancing people leadership with active involvement in frontline support.
- End-to-end ownership: Responsible for daily Helpdesk operations, providing technical support, managing escalations, and serving as part of the after-hours on-call support team.
- Supervise, lead and coach Help Desk staff.
- Evaluate and revise help desk processes to improve workflows and service levels.
- Monitor helpdesk ticketing system data to ensure expected service levels are maintained.
- Ensure documentation and knowledge base data is kept up to date and procedures are followed by Helpdesk team members.
- Be the escalation resource for help desk and business personnel. Assist with complex problem resolution.
- Facilitate communication with appropriate internal and external parties as needed.
- Maintain HITRUST requirements for endpoints containing protected data (workstations & laptops) inventory.
- Review HITRUST reports showing software installed on employee machines to identify concerns, including software that needs to be updated/patched.
- Work in conjunction with Human Resources to interview and hire staff.
- Develop, and motivate staff. Address a variety of personnel actions including employment, termination, performance reviews, salary reviews, disciplinary actions, training and development plans.
- Work effectively and collaboratively with business resources to ensure seamless support for all users.
- Work closely with the Director of IT to collaborate on cross-functional projects.
- Foster an environment of continuous improvement and excellence. What qualifications do YOU need to have to be GOOD candidate?
- Associate or bachelor's degree in information technology and/or Helpdesk Support or equivalent technical experience
- 1+Years or experience in a leadership role (leading others, leading projects etc.)
- 3+ years of prior experience in a helpdesk/technical support type of role
- Proficiency with Microsoft Active Directory
- Knowledge of or some experience with Intune
- Proficient with Windows Operating Systems
- Proficient with Microsoft Office & SharePoint applications
- Proficient with a Help Desk ticketing system
- Proficient with supporting employees and employee systems in a medium size organization
- Strong analytical and technical troubleshooting skills
- Strong organizational skills
- Strong written and verbal communication skills
- Ability to successfully lead and motivate teams What qualifications do YOU need to have to be GREAT candidate?
- Associate or bachelor's Degree in a related field.
- Previous experience managing a Helpdesk team responsible for supporting multiple organizational departments located in multiple facilities including telecommuter/Work from Home employees.
- Knowledge of Windows desktop operating systems
- Knowledge of common ITIL service framework
- Experience with Service Desk Plus
- Experience administering, configuring and using Helpdesk ticketing systems
- Experience supporting employees using a VoIP phone system
- Experience with Nice Incontact and Ring Central
- Basic understanding of networking (VLANS, Routing, Switching, PoE, Internet Circuits, WAN data circuits The salary range and midpoint is listed below for your reference.