Job Description
The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction.
ResponsibilitiesLead, motivate, and manage the helpdesk team to ensure efficient service delivery.Provide development opportunities for team members to improve their skills and advance their careers.Implement best practices to enhance efficiency and service quality, including developing and implementing standard operating procedures (SOPs).Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner.Oversee the resolution of technical issues for end-users, prioritizing and resolving issues based on severity.Serve as the escalation point for complex or unresolved issues requiring expert intervention.Assist with daily user requests to support timely responses.Manage the tracking and documentation of all support requests using a ticketing system.Track team performance through metrics such as response time, resolution time, and customer satisfaction.Prepare regular reports for upper management on helpdesk activities, trends, and performance outcomes.Identify opportunities for improvement based on performance metrics, user feedback, and recurring technical issues.Serve as a liaison between end-users and the IT department, ensuring clear and effective communication regarding IT issues and resolutions.Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction.Ensure that IT support staff stays current with new technologies and systems within the organization.Continuously assess and improve helpdesk processes to enhance efficiency and service quality.Recommend tools, technologies, and strategies to improve the overall support experience.Set and track department goals and objectives in alignment with company goals.Essential SkillsProficiency in desktop administration, desktop troubleshooting, Windows operating systems, and Mac OS X.Experience with cloud computing and ITIL compliance.Proficient with Windows, Mac OS, cloud services, and common enterprise applications support in a networked environment.Ability to prioritize based on business impact, work in a fast-paced environment, and meet deadlines.Experience with remote support tools and technologies.6+ years of experience in a helpdesk/IT support role.Additional Skills & QualificationsStrong leadership and team management skills.Excellent customer service skills.Ability to develop and implement standard operating procedures (SOPs).Strong problem-solving and analytical skills.Good communication skills, both written and verbal.Work Environment
The work environment involves managing a helpdesk team, using various remote support tools and technologies, and working in a fast-paced setting. The role requires the ability to handle multiple priorities and deadlines effectively. The position may involve occasional on-site support as well as remote support for users.
Pay and BenefitsThe pay range for this position is $66560.00 - $110000.00/yr.
The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction.
Workplace Type
This is a fully onsite position in Camarillo,CA.
Application Deadline
This position is anticipated to close on Feb 19, 2025.
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.
Diversity, Equity & InclusionAt Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent Maintaining an inclusive environment through persistent self-reflection Building a culture of care, engagement, and recognition with clear outcomes Ensuring growth opportunities for our peopleThe company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.