Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Who are we?
ALLIED HDS is a small company founded with two missions in mind: To develop as many future IT and Support leaders as possible and to provide the best white-label Help Desk Services, Staffing Services, and Consulting Services, our customers will ever experience! ALLIED HDS is completely owned and financed by its founders, Justin and Dustin, who look forward to growing the company and the employees along with it! Will you help us achieve our missions?
What’s an average day like in this role?
As a System Administrator, you will work with a handful of clients to work, resolve, and escalate tickets. At times you will answer their phone calls, respond to their emailed tickets, and assist them via chat. For first shift roles, you can expect to be busy most of the day, but especially first thing in the morning and in the early afternoon. For second, third, and weekend roles, the workload will stay fairly consistent throughout the day. You’ll collaborate with your peers and team leads throughout the day to solve problems and to schedule breaks and lunches. As a more experienced team member, you will also help junior team members make good decisions and learn how to be more effective. The goal is to end each day knowing that you’ve helped people overcome a variety of challenges and helped your team be successful!
**This is a hybrid position and there will be times throughout the week that you may be dispatched to client sites in the New York City metropolitan area.**
What qualifications or experience do I need?
People we hire must start with a foundation of being humble, hungry, and people smart, as those characteristics make you a great team-player and will allow us to properly equip you to succeed in this and future roles. For this role, you must also have 4 years of previous experience AND an IT degree, or a valid industry certification! You should be familiar with working in Active Directory, administering Office365/AzureAD/Entra ID, troubleshooting and/or configuring network equipment, and you should have excellent experience in End User Device (desktop, cell phone, peripheral) troubleshooting. **Hint, hint-- you should ensure you've emphasized your experience in these areas before you apply!**
What else do I need to know?
We’re still a small business (45 employees as of May 2024), but we have a focus on growing and improving them as quickly as possible! We currently offer the following for full time employees:
Devices that access company resources must be managed by Allied while being used for company purposes.
There is currently no On Call requirement, though you may occasionally be contacted to assist with additional shift coverage in the event of call outs.
Thanks for considering this position with our growing team!
-Dustin and Justin