Technical Help Desk Supervisor, Call Center

Responsible for providing high quality customer service to the external customer.  This includes: call tracking, routing and logging, 1st level technical support, and statistical reporting.  Will be responsible for new-hire training programs, information dissemination and scheduling.  The Help Desk Supervisor will be responsible for identifying trends and appropriately escalating problems efficiently to attain remedial services in a timely manner.

 

Responsibilities Include:

 
Overseeing daily operations of Technical Support Group (15-20FTE).
Provide Level 1 technical support and direction.
Track, assess and provide management reporting of all in-bound calls.
Perform forecast analysis for technical services.
Escalation tracking.
Maintain and modify helpdesk policies.
Identify requirements for coordination of technical staff.

 

Successful candidates will have:

 
5 years experience working in a Technical Help Desk environment.
1 year of supervisory experience.
Expert knowledge of Microsoft Office and Outlook.
Excellent customer service skills a must.