We are immediately hiring for a Help Desk Supervisor for a nationally recognized law firm that is located in the Charleston, SC area. The annual pay scale will range from $60-$65K
ESSENTIAL FUNCTIONS:
- Strong customer service skills, including the ability to explain complex technical concepts to a diverse group of users *Excellent written and oral communication strong interpersonal, organizational, time management, and team-building skills
- Demonstrated experience writing and following technical documentation
- Ability to coordinate and maintain a variety of projects with a significant degree of independence
- Research new technologies and make recommendations for support learn and use new technologies and make decisions under pressure.
- Supervise the Help desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
- Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in reported issues.
- Work within the support staff to promote excellent customer service, effective response times and provide expert insights into general support issues.
- Train helpdesk staff on operational procedures and troubleshooting techniques.
- Provide training on new hardware and/or software applications as requested. Develop help desk team members to ensure appropriate training and skills by providing day-to-day supervision and regular feedback
- Help Desk support for up to 300-500 users.
- Analyzing and identifying trends in issue reporting and devising preventative solutions.
REQUIRED KNOWLEDGE:
- Minimum 5-7 years progressive experience
- 2+ years’ supervisory experience
EDUCATION/CERTIFICATIONS:
- Bachelor’s Degree preferred A+ Certification required and/or equivalent combination of relevant education and/or experience.
- MCP (Microsoft Certified Professional) preferred.
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