Helpdesk Supervisor - Rx Technology
San Antonio, TX
About the Job
JOB OVERVIEW
The RX Technology Helpdesk is the first point of contact for all employees seeking IT assistance. The Helpdesk Supervisor will be responsible for ensuring that all MSP clients receive prompt and courteous service, and that all IT issues are resolved in a timely manner. Additionally, the Helpdesk Supervisor will be responsible for managing the Helpdesk Analysts' workload, providing feedback, and coaching, and conducting performance reviews. Connectwise SME a plus. |
Responsibilities and Duties
Manage a team of support technicians and act as a mentor and coach to team members.
Ensure that all helpdesk tickets are responded to in a timely and professional manner
Assign tickets to appropriate team members based on skillset and availability
Monitor ticket queues and escalate tickets as necessary
Train new team members on helpdesk procedures
Create and maintain documentation for helpdesk procedures
Stay up to date on changes to company software and hardware and update team members accordingly
Develop and implement strategies to improve helpdesk efficiency
Monitor team performance and provide feedback
Recognize and reward team members for exemplary performance
Address customer complaints and concerns in a prompt and professional manner
Serve as a point of contact for escalated tickets
Escalate unresolved issues to appropriate parties
Take steps to investigate and resolve complex issues and escalate appropriately. Ensure all requests are completed and tracked.
Ensure SLA's, metrics and allocation of resources are current and efficient.
Work on upgrading internal processes. Ex. SOP, Documentation, Knowledge base, etc.
Maintain the internal systems of the help desk. EX. ConnectWise Automate, etc
Work with other departments to coordinate and plan for projects and sales opportunities.
Conduct research into a wide range of computing issues as required.
Present ideas in user-friendly language to non-technical staff and end users.
Qualifications
Education:
Bachelor's degree in MIS< IT related field or related experience
Experience
3+years experience in customer service or technical support role
2+ years experience in a supervisory role
Exceptional written and verbal communication skills
Strong problem solving and analytical skills
Strong interpersonal communication and customer service skills.
Experience with Windows server infrastructures including Active Directory, Windows 2012/2016/2019 server, Office 365, Group Policy.
Company overview
Founded and headquartered in San Antonio in 1995, our company supports the data, security, and IT needs of every client with efficient, solution based services. Rx Technology has experienced tremendous growth over the last 29 years but continues to maintain the principles on which it was founded: integrity, reliability and a focus on client relationships.
