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Executive IT Support Supervisor

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Paladin Consulting, Inc

2024-10-02 09:38:24

Job location Dallas, Texas, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Title: Executive IT Support Supervisor

Work Location: Dallas, TX (onsite)

Duration: Full Time

Education/Experience Required: At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.

Job Description & Responsibilities:

Supervise, train, and mentor the help desk staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.

Monitor and manage the help desk tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.

Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.

Establish and maintain service level agreements, policies, and procedures for the help desk operations, ensuring that they are aligned with the organizational goals and standards.

Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.

Prepare and analyze reports on the help desk activities, metrics, and trends, identifying areas of improvement and recommending solutions.

Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.

Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.

Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.

Manage operational tasks and processes assigned to the help desk team.

Skills & Qualifications:

Strong knowledge of IT systems, applications, hardware, software, and networks.

Excellent communication, interpersonal, and customer service skills.

Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.

Ability to lead, motivate, and coach a team of diverse and talented individuals.

Ability to team members and leadership, implementing great support processes, procedures, and documentation.

Ability to analyze data, identify problems, and propose solutions.

Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.

Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).

Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.

Required Experience:

An associate degree or bachelor's degree in computer science or a related technology background is strongly preferred.

At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.

High School Diploma

Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus

For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.

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