Prosource ยท 1 month ago
Help Desk Supervisor
Cincinnati,OH,US
Full-time
Onsite
Mid, Senior Level
3+ years expProsource is looking for a Help Desk Supervisor to oversee the operations of their technical help desk for the Office Equipment division. This role involves supporting and coaching team members, managing service queues, and ensuring effective problem resolution while maintaining high service standards.
Information Technology
Responsibilities
The Help Desk Supervisor oversees day-to-day operations of a technical help desk for our Office Equipment division
The Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions
Trains the team on help desk systems, processes, tools, and the procedures required to document, track and resolve repeated problems and meet operational service level standards
Ensures the latest product and technical updates or policies are available and communicated to the team
Additionally, the Help Desk Supervisor manages the queue and tracks key metrics to ensure sufficient coverage and achievements of standard
Acts as the escalation point for critical issues and facilitates a final resolution
Creates a process to ensure customer's data is being captured regularly to ensure company visibility while maintaining and installing customers on the DCA utilized by our organization
Identifies and provides documentation to the Help Desk team to support reinstallations on a regular basis
If a customer drops off the DCA, the Help Desk Supervisor creates a process for addressing the issue within five business days
Works collaboratively with the DCA provider to determine remedies for issues internally and with external customers
Provides first-level contact and problem resolution for all users with hardware, software and applications problems
Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
Courteously obtains and conveys concise problem information for external and internal customers
Provides accurate and timely logging of problems and resolution for problems in E-Automate
Escalates problems as appropriate following company procedures
Acts as liaison between customers and internal support staff to assure accurate problem interpretation
Maintains communication with customers during the problem resolution process
Provides in-field support as needed
Review and update Help Desk documentation as assigned
Review and recommend modifications to procedures with Software Solutions Specialist and management
Gather and input data for regular reports distributed by Help Desk (Stopped Reporting Spreadsheet)
Learn to develop and leverage relationships with vendors to enhance skills and knowledge
Maintain in-depth knowledge of supported products and services
Qualification
Required
Bachelor's degree or equivalent experience in Information Technology
3 years' experience in a help desk role with outstanding customer relationship, organization, and communication skills
Full understanding of Data Collective
Analytical
Approachable
Team Player
Assertive
Takes Initiative
Excellent Communication Skills
Decision Making
Confidentiality
Organization
Persuasion
Negotiation
All tasks to be carried out ethically, legally, and professionally
Company
Prosource
Prosource is a leader in office equipment, document automation, and technology solutions.
201-500 employees
H1B Sponsorship
Prosource has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Growth StageLeadership Team
Ben Russert
Chief Executive Officer
Jay Cartisano
President
Company data provided by crunchbase