IT Helpdesk Supervisor

Responsible for the day-to-day assignments of the HQ IT Concierge Staff, and the follow-up and reporting of all staff’s work performance. Manages the daily activities, monitors processes for improvement opportunities and ensures they are being followed. Resolves problems, arrives at possible solutions, and empowers staff to handle calls and tickets from start to finish. Available and equipped for escalations, by arriving at win-win scenarios. Tracks issues and has knowledge of change management. Responsible for service level agreements and response time to resolution for optimal results. Maintains system availability and prepares metrics to evaluate staff’s performance. Works with services staff and Users/Customers to ensure that service and delivery objectives are met. In-depth knowledge of quality assurance and performance assessment experience on key performance measures is essential. The position will master the process and procedures for the IT Concierge Desk Tier 1, Tech Support Workstation functions, and Tier 1 Audio Visual Support. Frontline Support and the escalation point of contact for the HQ Concierge Desk Staff prior to escalating to the HQ Regional IT Service Manager. Duties and Responsibilities:  Responsible for day-to-day operations of the Headquarters IT Concierge Desk  Responsible for assignments of Concierge Staff and work performance of all Service Staff  Responsible for planning and coordination of Concierge service objectives and service delivery  Responsible for providing timely and high-quality service and solutions to all customers  Coordinates daily activities to resolve problems and resolve change management issues Handles escalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager Monitors ticketing queues and ensures Service Level Agreements are met Reports on key performance measures to evaluate staff performance Responsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team Works to improve work processes and improve on efficiencies Participates in the Department's staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items Partakes in technology research, evaluation, and quality checks and balances Ensures that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit Streamline the support that is provided to staff and customers Telework may be required (see description of Telework requirements in this posting) Perform other duties as assigned both onsite and remotely 2 Knowledge, Skills, and Abilities: The ideal candidate should possess the following: Excellent Verbal and Written Skills Analytical Problem Solver Ability to diffuse escalations Self-Motivated & Takes Initiative Customer Focused & Results Driven Time Management & Organizational Skills Detail Oriented Awareness of Meeting Platforms Knowledge of Project Management Principles Knowledge of Quality Assurance SharePoint Administration is a PLUS! Awareness of Workstation Support functions Advanced in Outlook, Word, and Excel Job Types: Temporary, Contract Pay: $32.00 - $35.00 per year Schedule: Monday to Friday Ability to commute/relocate: Ocoee, FL 34761: Reliably commute or planning to relocate before starting work (Required) Work Location: In person