Help Desk Supervisor

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
Job Description
Our client is a Managed IT Services firm and functions as an IT team for their customers across the Pacific Northwest.  They will be hiring a full time Help Desk Supervisor to lead and mentor the Help Desk team. This is a hands-on role working tickets alongside other technicians on the team as well as facilitating the flow of work through the team to drive customer satisfaction.
 
In the first 90 days, the expectation is to work 100% onsite in Vancouver, WA.  Once you get up to speed, then 50% remote expectation.
 
Question to consider:
How do you handle conflict and engage employees in hard conversations?

Responsibilities

• Lead, mentor, and coach team of Support Technicians.
• Act as an active member of team including working technical tickets
• Drive creation of documentation for new procedures and technical troubleshooting activities that facilitate first call resolution
• Serve as an escalation point for difficult or sensitive tickets
• Monitor performance against identified KPIs and SLA commitments
• Develop and foster a culture of respect, accountability and a focus on excellence in customer service
• Act as liaison between the team and client management or executive level staff
• Coach the team on call and ticket handling
• Assist with staff and resource assignments         

 
Qualifications

• Help Desk Supervisor with 5+ years of professional experience
• Experience designing and working with automation and IT ticketing systems
• Up to 10% travel (local customers)
• Valid driver's license and auto insurance
• Ability to participate in on-call rotation (minimal monthly calls)
• Ability to lift 50 pounds (PCs and monitors mostly)

 
Preferred

• Technical certifications a plus (Example: Network+, MCSE, MCP, CCNA, etc.)
• Experience working with Microsoft Office 365 and/or Azure administration
• Experience with Microsoft SharePoint administration
• Experience with various PSA platforms