Help Desk Supervisor jobs in Iowa
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)
Recently Added Help Desk Supervisor jobs
Technology Help Desk Manager
- Grand Falls Casino & Golf Resort®
-
Larchwood, IA
FULL_TIME
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Job Title: Technology Helpdesk manager Job Code: TBD Function: Technology Department: Technology Reports To: Technology Operations Manager Supervises: Direct Reports: (5 ) - Indirect Reports: (5 ) Position Summary The Technology Helpdesk Manager is responsible for managing the helpdesk ticketing system, handling issue escalations, and leading a team of 5-10 professionals to ensure smooth and effective IT operations across our multiple casino resort properties in the Midwest. This role is a frontline, customer facing, leadership position, which at its core, is responsible for successful systems helpdesk operation ECR properties. This role has direct input, recommendation, and implementation responsibilities for managing helpdesk technology administration and operations, assuring the effective planning and allocation of technology resources, and interacting with ECR management at all levels at all properties. This role in all aspects is accountable for communication, vision, and direction to the goals and timelines communicated and/or assigned by the Technology Director and through leadership and mentoring of direct reports. This role differentiates itself from other positions by results, demonstrated abilities, years of experience, education, and certifications. Essential Duties & Responsibilities
- Oversee and manage the casino resorts' Helpdesk ticketing system, ensuring quick and effective resolution of all IT issues.
- Lead the analysis of new technologies and operational process improvements that will improve the business operations.
- Lead, manage, develop, and mentor a team of 5-10 Helpdesk professionals.
- Coordinate and manage IT issue escalations, ensuring these are handled promptly and effectively
- Maintain a high level of service delivery, ensuring excellent customer relations.
- Prepare regular reports on Helpdesk performance and share them with the Technology Director.
- Participate in strategic planning and budgeting initiatives for technology upgrades.
- Review user feedback to determine the quality of service delivery and areas for improvement.
- Set objectives and strategies for managing the company’s external technology strategic partners and vendors. Maintains existing vendor partnerships and recommends new partners. Holds vendors accountable to performance against technology-related contracts
- Design and customize helpdesk work flows and queues to provide a streamlined experience for all departments, staff, employees, guests, and patrons.
- Develop, propose, and implement approved ways to increase efficiency and productivity through system-related business processes, roles and responsibilities.
- Develops skills of team members through individualized career plans and mentoring with members of Leadership Team.
- Monitor changes or advancements in technology to discover ways the company can gain competitive advantage. v122023.1 - Elite Casino Resorts, LLC Approved: 12/21/2023
- Other duties as assigned. Educational and Experience Requirements
- A Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years’ experience in an IT support role.
- At least 3 years of experience managing a helpdesk team, preferably in a multi-property environment. Additional requirements include:
- Proficiency in using Helpdesk and IT service management tools.
- Demonstrable knowledge of customer service principles and best practices.
- Strong leadership and decision-making abilities.
- Excellent interpersonal and communication skills.
- Ability to work in a fast-paced, challenging environment while handling multiple tasks.
- Advanced knowledge and ability to use Microsoft Office Products, especially excel, word and outlook.
- ITIL or similar certification would be advantageous.
- Experience in the hospitality/casino industry would be a plus. Other Special Requirements
- Familiarity with cyber-security principles and protocols.
- Knowledge of network administration and architecture.
- Strong sense of urgency, driven to deliver success and ROI to the bottom line of ECR.
- Highly adaptive, self-motivated, communicator with keen attention to detail and quality.
- Executive level written and oral communication skills; impeccable interpersonal skills.
- Ability to effectively prioritize organizational, and operational tasks.
- Past leadership role in a team-oriented, collaborative environment.
- Ability to manage multiple operational tasks simultaneously.
- Prepares or contributes to all mandatory meetings and training with other managers.
- Must be able to obtain and retain the applicable gaming license(s).
- Assure ongoing compliance with Elite Casino Resorts policies and procedures gaming regulations, and any other local, state, or federal guidelines in both gaming and non-gaming departments with continuous monitoring and reporting.
- Excellent leadership skills and a proven leader and supervisor with at least ten years of Technology experience.
- Strong organizational, project management and time management skills.
- Ability to explain technical concepts and applications to business process owners.
- Strong analytical skills, strong computer skills, excellent written, verbal and presentation skills.
- Strong understanding of technology/ helpdesk, and project management protocols.
- Ability to work independently, communicating regular status to appropriate personnel, and follow through on projects (self-starter).
- Experience working with helpdesk functions including technology troubleshooting and personnel onboarding. v122023.1 - Elite Casino Resorts, LLC Approved: 12/21/2023 Work Schedule, Conditions & Physical Requirements
- Full time. Schedule may vary. Travel as required. Day, Swing or Grave shifts depending department needs. Shifts will expand or contract based on the needs or requirements of senior management
- While performing the duties of this job, the team member is regularly required to sit for extended periods of time.
- Dexterity of hands and fingers are required to operate a computer keyboard, mouse, and other computer components.
- The team member frequently is required to lift and transport up to 25 pounds, and occasionally lift and/or transport up to 50 pounds.
- This position will support on-call rotation team members and may require some after hours and weekend work as operational needs dictate.
- Valid driver’s license is required to facilitate onsite support at various locations.
- Travel to other ECR Sites may be required for some training and may be required to support other Elite Casino Resort properties. Salary
- Annual, commensurate with experience and education.
- 2 Days Ago
IT Help Desk Support
- American business solutions inc
-
Des Moines, IA
CONTRACTOR
- Hello This is Sheetal from ABSI, Urgently looking for Help Desk Support for Des Moines Iowa location POSITION : HELP DESK SUPPORT LOCATION : DES MOINES IOWA ONSITE ONSITE INTERVIEW JOB DESCRIPTION : K...
- 3 Days Ago
Help Desk Support clerk
- Maven Workforce Pvt. Ltd
-
Des Moines, IA
CONTRACTOR
- The Iowa Department of Health and Human Services Division of Public Health is seeking a Help Desk Support Clerk in the Bureau of Radiological Health. This individual will provide customer service and ...
- 3 Days Ago
IT Help Desk Lead
- DMOS
-
Des Moines, IA
FULL_TIME
- Des Moines Orthopaedics Surgeons, P.C. (DMOS) is seeking an experienced, self-motivated IT desktop support technician to join our growing team. Primary role is assisting end-users with general device,...
- 4 Days Ago
IT Help Desk Lead
- DMOS Orthopaedic Center, P.C.
-
Des Moines, IA
FULL_TIME
- DescriptionDes Moines Orthopaedics Surgeons, P.C. (DMOS) is seeking an experienced, self-motivated IT desktop support technician to join our growing team. Primary role is assisting end-users with gene...
- 4 Days Ago
IT Help Desk
- Insight Global
-
Johnston, IA
CONTRACTOR
- Insight Global is currently hiring a Field Service Engineer for one of our top Agricultural companies here in the Des Moines, IA area. In this role the candidate will be expected to analyze, design, a...
- 8 Days Ago
Help Desk Supervisor jobs at Popular Companies
IT Help Desk Supervisor
- Suncoast Credit Union
-
Tampa, FL
- Overview: Compensation: $66,000 - $97,000 based on experience and credentials Location Type: Hybrid, the incumbent will ...
- 6/11/2024 12:00:00 AM
Help Desk Supervisor (HYBRID TELEWORK)
- Lockheed Martin
-
Moorestown, NJ
- Job Description We are committed to work life balance by promoting this HYBRID TELEWORK opportunity. These job requireme...
- 6/10/2024 12:00:00 AM
Branch Help Desk Analyst
- Carter Bank
-
Martinsville, VA
- POSITION TITLE: Branch Help Desk Analyst FLSA STATUS: Non-Exempt SUMMARY: The Branch Help Desk Analyst supports branch a...
- 6/10/2024 12:00:00 AM
Help Desk Coordinator
- L.S. Starrett Company
-
Athol, MA
- Job Summary: Manages the Information Technology help desk operations.Duties and Responsibilities: Managing critical asse...
- 6/10/2024 12:00:00 AM
Help Desk Coordinator
- Link Solutions, Inc.
-
Frederick, MD
- Company Description Link Solutions, Inc. delivers reliable and effective Information Technology services to government c...
- 6/10/2024 12:00:00 AM
Information Technology Help Desk Supervisor
- Akkodis
-
- Akkodis is seeking an IT Service Desk Supervisor to join a growing company in the Des Moines, IA area! Candidates must b...
- 6/9/2024 12:00:00 AM
IT Help Desk Coordinator
- Baskervill
-
Richmond, VA
- Baskervill is an award-winning, multi-disciplinary design firm with offices throughout the country and in Gdansk, Poland...
- 6/9/2024 12:00:00 AM
IT Help Desk Coordinator
- Imagine Staffing Technology, An Imagine Company
-
Buffalo, NY
- IT Service Desk Coordinator Duration: 3-4 months (may extend or convert to full-time) Location: Buffalo, NY onsite Pay R...
- 6/8/2024 12:00:00 AM
About Iowa
Iowa (/ˈaɪəwə/ (listen)) is a state in the Midwestern United States, bordered by the Mississippi River to the east and the Missouri River and Big Sioux River to the west. It is bordered by six states; Wisconsin to the northeast, Illinois to the east, Missouri to the south, Nebraska to the west, South Dakota to the northwest and Minnesota to the north.
In colonial times, Iowa was a part of French Louisiana and Spanish Louisiana; its state flag is patterned after the flag of France. After the Louisiana Purchase, people laid the foundation for an agriculture-based economy in the heart of the Corn...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Supervisor jobs
$75,151 to $94,925
Most Popular Cities in Iowa for Help Desk Supervisor Jobs
What does a Help Desk Supervisor do?
Help Desk Supervisor in Des Moines, IA
The Supervisor will be responsible for scheduling, directing the activities of the Help Desk staff, reviewing and evaluating their work.
January 11, 2020
Help Desk Supervisor in El Paso, TX
Computer support specialists provide help and advice to people and organizations using computer software or equipment.
February 21, 2020
Help Desk Supervisor in York, PA
The role of help desk supervisor is similar to that of any call center supervisor, except that help desk customers are generally employees.
December 28, 2019