Job Location : Elizabeth,IL, USA
DescriptionSUMMARY POSITION DESCRIPTIONPOSITION TITLE: IT / Helpdesk SupervisorDEPARTMENT: TechnologyREPORTS TO: Chief Technology OfficerDIRECTLY SUPERVISES: IT & Internet Helpdesk Specialist & TechniciansFLSA CLASS: ExemptSALARY GRADE : 11 ($67,573.00-$99,336.00)Position SummaryThe IT Help Desk Supervisor will oversee the daily operations of the IT Help Desk team, ensuring that all support requests are managed effectively and efficiently. While technical knowledge is not required, strong leadership, coaching, and organizational skills are essential. You will be responsible for mentoring team members to deliver outstanding customer service, tracking ticket trends, and identifying training needs to enhance team performance.Essential Responsibilities and DutiesTeam Leadership: Supervise and support IT Help Desk staff, fostering a positive and productive work environment. Conduct regular one-on-one meetings to provide coaching and feedback to team members.Customer Service Excellence: Develop and implement customer service standards to ensure high-quality support. Monitor team performance and customer satisfaction metrics and address any areas for improvement.Operations Management: Oversee the ticketing system to ensure timely resolution of support requests. Analyze trends in support tickets to identify recurring issues and areas for improvement.Training and Development: Assess team members' training needs and recommend relevant programs to enhance skills and performance. Organize training sessions and workshops to foster continuous learning and development.Reporting and Analysis: Prepare regular reports on team performance, ticket trends, and customer satisfaction for management review. Use data-driven insights to recommend process improvements and operational enhancements.QualificationsAssociate's degree or five years' experience working in a supervisory or leadership role, preferably in a customer service or help desk environment.Strong interpersonal and communication skills to mentor and motivate team members effectively.Excellent organizational skills and the ability to manage multiple priorities.Familiarity with ticketing systems and performance metrics is a plus but not required.A commitment to fostering a culture of customer service excellence and continuous improvement.IT experience or technical knowledge is a plus but not required.Working ConditionsNormal working hours are 8 a.m. to 5 p.m., Monday through Friday.Usually working indoors in a normal business environment, but with occasional day trips in or near service area including site visits with public.Must possess and maintain a valid driver's license and vehicle insurance.Manipulate and operate telephone, personal computer and audiovisual equipment.Physical Demands of the PositionPhysical activity, to include walking, stopping, bending, lifting up to 25 lbs., climbing, kneeling, reaching, crawling, and pushing. Repetitive motion with hands and fingers.Must be able to communicate clearly and accurately for work and safety compliance. Must be able to see close and far distances.Jo-Carroll Energy reserves the right to revise or change position duties and responsibilities. This position description does not constitute a written or implied contract of employment.Jo-Carroll Energy, Inc (NFP) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Jo-Carroll Energy, Inc (NFP) makes hiring decisions based solely on qualifications, merit, and business needs at the time.I have read and understand this Position Description.Accepted by: ______________________________ Date: ______________EmployeeWitnessed by:_____________________________ Date:_______________Human ResourcesRevised10 Oct 2024 --- Position Created (DM/MS)#J-18808-Ljbffr