• Help Desk Supervisor

    Job ID 2018-2860
    Job Locations
    Information Technology
    Regular Full-Time
  • Overview

    The Help Desk Supervisor is responsible for day to day desktop operational capabilities and regional server functionality.  Interfacing with business unit leaders to understand their department needs and goals is a core component of this role. Customer service, attention to detail, and a desire/ability to learn new skills are critical characteristics of this position.  Strong organizational skills and ability to communicate are also crucial for a successful member of the IT team.  Leadership and mentorship of the local IT team is expected.  Team-work is a pillar of the Global IT team and participation on the enterprise level is encouraged and individually enriching.    


    • Respond to the needs of both Internal and External customers
    • Setup Desktops, Laptops and Servers
    • Provide executive level support
    • Virus and Spyware/Adware software administration
    • Investigate, resolve and explain escalated system issues to both technical and non-technical people
    • Manage and develop helpdesk staff
    • Assist in administrating servers and network, including services (IIS, Active Directory, DHCP, DNS, Cisco ASA/VPN, etc.)
    • Maintain a regular communication schedule with business unit leaders to understand their needs and goals and provide appropriate solutions
    • Manage and maintain our server room (racks, cabling, UPS, etc.)
    • Take responsibility for data backups & ensuring they are completed successfully as scheduled
    • Assist in periodic off-hours upgrades and changes as necessary
    • Support strategic goals of the company and keep the Director of IT informed of important technology developments and changes
    • Assisting in the selection and installation of end user software
    • Budget planning and tracking
    • Maintain up-to-date detailed documentation and publishing; where applicable
    • Other duties as assigned

    Travel required? 10% or less                                             

    Financial/budgetary responsibility? Yes

    Strategic planning responsibilities? Yes                                                    

    Number of direct reports? 2


    Experience Requirements:

    • Five years demonstrated experience as an IT team leader in an enterprise environment
    • Bachelor’s degree (B.A. or B.S.) from accredited institution and/or 3 plus years relevant experience
    • MCSA or equivalent experience
    • Previous experience with: SCCM, MDT, Oracle EBS, Adobe Creative Suite a plus

    Job Skills & Traits:

    • Competent understanding of the Windows client OS in an enterprise environment
    • Competent understanding of Mac OSx in an enterprise environment
    • Familiarity with the Linux family of operating systems
    • Demonstrate a firm understanding of all network infrastructure and concepts including routing protocols, routing equipment configuration, server hardware and OS, firewall systems, communication protocols and backup systems
    • Excellent diagnostic and problem-solving skills
    • Excellent interpersonal and communication skills
    • Experience working with a distributed IT team
    • Familiar with the following products: VMWare ESXi, Office 365
    • Thorough understanding of desktop and notebook configuration
    • Must have great time management skills.
    • Ability to remain focused on business requirements while implementing solutions
    • Must be capable of independent self-direction
    • Ability to lift 35+ lbs and crawl underneath desks if necessary


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