Insight Global
Help Desk Supervisor
Insight Global, Cleveland, Ohio, us, 44101
JOB DESCRIPTIONThe Store Computer Operations (SCO) Help Desk Supervisor is responsible for overseeing the level one support team for our client's retail locations in the US and Canada, ensuring the resolution or escalation of end-user incidents to either development or other support groups. The scope of support includes the stores IT ecosystem, including software, hardware, infrastructure, and related technology. This individual is responsible for overseeing the help desk staff and ensuring that end uare receiving the appropriate assistance delivered in a timely manner as defined in the Help Desk Standard Operations Manual. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of department functions.
Essential FunctionsStrategy & PlanningEstablish, document, and promote team standards with regard to help desk operational support.Compile and recommend wants/needs for the annual budgeting process.Assist in determining staffing and skills requirements.Proactively mentor the team in processes, best practices, and technical administration techniques.Development & DeploymentManage incoming requests for services and as appropriate, delegate work to help desk personnel, and professional apprentices, or request services from other technical resources.Interface with all business functions and establish/maintain support service levels with uto ensure support transitions are effective and efficient.Operational Management & OptimizationCreate and monitor performance management plans that address operational initiatives including associated metrics and deliverables.Create and manage relevant, timely, and effective communications paths.Oversee the resolution of technical issues assuring support is provided on a timely basis.Set employee objectives, monitor and evaluate performance and provide feedback and mentoring.Participate in supporting all uensuring that the level of customer service provided meets or exceeds managements expectations and departmental goals and objectives.Proactively evaluate potential service level problems.Routinely identify and deliver to management, metric measurements as related to services provided.Ensure satisfactory staffing exist on teams.Prepare and conduct employee performance reviews for assigned help desk personnel, interns, and professional apprentices.Create and maintain development plans for each team member, including training and skills assessmentsIncidental FunctionsPrepare and lead presentations as requested.Provide training and documentation for supported applications.Provide help desk support as needed.Assist with other projects as may be required to contribute to the efficiency and effectiveness of the work.Attend, and periodically lead meetings in participation with the team.Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy.Minimal travel, up to 5% may be required.Work outside the standard office 7.5 hour workday may be required
Salary Range: $85,000-$110,000
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Bachelors Degree or in lieu of a degree, at least 5 years of experience in the field of Information Technology or Business5+ years IT experience.5+ years of progressive help desk experience providing support in a technical support environment including leadership responsibilities.3+ years developing documentation, white papers and presentations suitable for peers and immediate management.Ability to prioritize workload and adapt to new processes and procedures in a fast-paced operational environment.Experience using and administering help desk ticketing system with a proven understanding of industry best practicesExperience understanding all client expectations and ability to execute at the highest level.Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Nice to Have Skills & Experience
Fundamental experience generating activity status and metrics reports preferred.Experience supervising a call center team, including creating and delivering performance appraisals preferred.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Essential FunctionsStrategy & PlanningEstablish, document, and promote team standards with regard to help desk operational support.Compile and recommend wants/needs for the annual budgeting process.Assist in determining staffing and skills requirements.Proactively mentor the team in processes, best practices, and technical administration techniques.Development & DeploymentManage incoming requests for services and as appropriate, delegate work to help desk personnel, and professional apprentices, or request services from other technical resources.Interface with all business functions and establish/maintain support service levels with uto ensure support transitions are effective and efficient.Operational Management & OptimizationCreate and monitor performance management plans that address operational initiatives including associated metrics and deliverables.Create and manage relevant, timely, and effective communications paths.Oversee the resolution of technical issues assuring support is provided on a timely basis.Set employee objectives, monitor and evaluate performance and provide feedback and mentoring.Participate in supporting all uensuring that the level of customer service provided meets or exceeds managements expectations and departmental goals and objectives.Proactively evaluate potential service level problems.Routinely identify and deliver to management, metric measurements as related to services provided.Ensure satisfactory staffing exist on teams.Prepare and conduct employee performance reviews for assigned help desk personnel, interns, and professional apprentices.Create and maintain development plans for each team member, including training and skills assessmentsIncidental FunctionsPrepare and lead presentations as requested.Provide training and documentation for supported applications.Provide help desk support as needed.Assist with other projects as may be required to contribute to the efficiency and effectiveness of the work.Attend, and periodically lead meetings in participation with the team.Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy.Minimal travel, up to 5% may be required.Work outside the standard office 7.5 hour workday may be required
Salary Range: $85,000-$110,000
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Bachelors Degree or in lieu of a degree, at least 5 years of experience in the field of Information Technology or Business5+ years IT experience.5+ years of progressive help desk experience providing support in a technical support environment including leadership responsibilities.3+ years developing documentation, white papers and presentations suitable for peers and immediate management.Ability to prioritize workload and adapt to new processes and procedures in a fast-paced operational environment.Experience using and administering help desk ticketing system with a proven understanding of industry best practicesExperience understanding all client expectations and ability to execute at the highest level.Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Nice to Have Skills & Experience
Fundamental experience generating activity status and metrics reports preferred.Experience supervising a call center team, including creating and delivering performance appraisals preferred.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.