Help Desk Supervisor Milestone Technologies
San Francisco, CA

Job Description

Overview

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic people that have experience in supporting both Windows and Mac environments. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a vibrant challenging environment working within a company voted "one of the best places to work in the Bay Area" This will leave you feeling like you've helped make an impact day to day. We need people who can communicate positively while resolving complex technical issues effectively and efficiently. We want people for whom going "over and above" is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT experience in the world and if you think you are up to the challenge, read on…

The Help Desk Supervisor is responsible for managing the activities and responsibilities of the San Francisco Walk Up Help Desk. As a part of this management, the Help Desk Supervisor is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Responsibilities

* Works directly with Service Delivery Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
* Leads and provides coaching for other Technicians when workflow deficiencies are identified.
* Conducts regular 1 to 1 meeting with the team members to provide guidance and support.
* Audits ticket data (JIRA) to ensure ticket handling quality meets or exceeds expectations.
* Observes and reports on service trends across individuals and overall team.
* Attends and provides input during weekly team meetings and leadership syncs.
* Creates and maintains team schedule.
* Main point of escalation for complex issues that are blocking Help Desk Techs
* Attends and leads weekly Global Help Desk team syncs by driving actionable discussions.
* Supports Help Desk techs to successfully balance liaison, SME, or individual project work roles with standard Help Desk workload.
* Responsible for staffing decisions.

Qualifications

* Strong people management skills
* Experience using JIRA software.
* Complete understanding of the Google G Suite Applications.
* Experience in leading team within a Help Desk or Call Center environment.
* Agile and exhibits a strong sense of urgency.
* Exceptional professionalism and customer-service skills.
* Excellent ticket management, verbal & written communication skills, combined with relentless follow-up.
* Loves working in a team-oriented environment and highly motivated to provide a positive user experience.
* Open and transparent about strengths and weaknesses.
* Independent critical and creative thinking.
* Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
* Microsoft Excel and PowerPoint experiences are desirable.