IT Helpdesk Supervisor - Bridgewater, Virginia

Company/Organization: Dynamic Aviation

Position: Management

Job Type: Permanent

Posted: 11/20/2020 9:16:49 PM

Description:

IT Helpdesk Supervisor

Location: Bridgewater, Virginia

Job Description:

The IT Helpdesk Supervisor provides oversight and supervision to the IT Technician Team. The IT Technician Team is responsible for the administration and internal support of the company’s PC’s, printers, scanners, telephones, and related equipment. Tasks include end user support, license tracking, ticket generation and completion, PC maintenance, and upgrades. The qualified applicant will also work closely with the IT Leadership to ensure compliance with company policies and procedures.

Job Responsibilities:                                             

• Supervise and provide direction to the IT Technicians
• Provide ongoing monitoring of IT Trouble Ticketing System including identification, resolution and escalation to proper individuals
• Review incident tickets for content, proper routing, first-call resolution, problem detection, opportunities for first-call resolution and timely closure
• Maintain metrics addressing key performance indicators and develop counter measures to address gaps
• Monitor team performance and provide feedback, coaching, and evaluation of Help Desk Team Members
• Ensure all operational processes and procedures are accurate, clearly documented and maintained
• Investigate and introduce process improvement measures and provide recommendations
• Manage and communicate high-severity issues through resolution providing accurate and timely status reports to management
• Manage and maintain PC and other end user IT equipment replacement plans
• Provide computer support via telephone, email and face-to-face contact
• Maintain an inventory of all end user IT equipment, software, and software licenses
• Report hardware and software issues to vendors and coordinate support
• Establish relationships with vendors to obtain quotes and order supplies as needed
• Supervise and provide afterhours support as needed
• Administer annual performance / 90 day performance reviews
• Monitor, review, and approve employee time corrections within 24 hours of correction
• Work with HR and IT Leadership for interviewing and hiring new staff members as well as to correct or reward employee behaviors as needed
• Other duties as assigned

Requirements:

Job Requirements:

• Associate’s degree in Information Systems, Business, Communications or related field required; Bachelor’s degree is preferred
• In lieu of degree, 5 to 6 years of experience providing IT Helpdesk support and  3-5 years support experience at a supervisory level
• Experience with Microsoft Windows and Microsoft Office Products. Professional certifications desired
• Ability to work under pressure within a fast-paced team environment
• Strong written and verbal communication skills.
• Strong demonstrated analytical skills
• Exceptional Customer Service skills
• Vendor, Project and Team management abilities
• Demonstrates working knowledge of current communication devices and protocols
• Demonstrates analytical and troubleshooting skills with ability to troubleshoot end to end systems
• Strong analytical, organizational, problem-solving, time-management and customer service skills
• Strong planning and coordination skills with the ability to multi-task 
• Self-motivation, adaptability and the ability to meet aggressive deadlines
• Possess or is able to obtain US Passport and can travel domestically as well as internationally
• Ability to obtain and maintain a DOD SECRET Clearance
• Knowledge of Active Directory, Office 365 Administration and Print Server Administration preferred
• Prior supervisory experience  and ITIL V3 Foundations are preferred

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