JOB DESCRIPTIONReporting to the Director of End User Services, the IT Help Desk Supervisor supervises the day-to-day operations of group of 5-6 IT help desk employees. The Supervisor will supervise escalation procedures and ensure service levels are met and maintained. They will be responsible for a team of deskside support professionals located within Addison Group’s large offices and help maintain a healthy relationship with Addison Group’s outsourced Help Desk. The Service Desk Supervisor must be a customer-service focused leader who can mentor team members.ESSENTIAL DUTIES & RESPONSIBILITIES:Supervises the internal team of deskside support technicians to ensure execution of tickets escalated from the Level 1 Help Desk.Ensure that tickets are handled in an expedient manner and are escalated properly to the correct department within Addison GroupWorks closely with the outsourced L1 Help Desk, ensuring SLA compliance and quality service delivery to Addison Group’s end-user community.Works with Technicians to develop and implement process improvements to field operations. These improvements will help ensure that support is consistent across all business unitsAnalyzes metrics to improve processes with the focus on streamlining current processes and shifting appropriate work to L1 team.Ensures IT assets, primarily personal computers, are properly accounted for and maintain an inventory databaseSupervises process controls and standardizationAssists in the hiring, staffing and maintaining of a diverse and effective workforceAssists in career development/planning and performance

JOB DESCRIPTIONReporting to the Director of End User Services, the IT Help Desk Supervisor supervises the day-to-day operations of group of 5-6 IT help desk employees. The Supervisor will supervise escalation procedures and ensure service levels are met and maintained. They will be responsible for a team of deskside support professionals located within Addison Group’s large offices and help maintain a healthy relationship with Addison Group’s outsourced Help Desk. The Service Desk Supervisor must be a customer-service focused leader who can mentor team members.ESSENTIAL DUTIES & RESPONSIBILITIES:

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REQUIREMENTS:2+ years of Help Desk management experience3+ years' of technical experience in PC support or Help Desk servicesStrong interpersonal and professional skills requiredStrong written and verbal communications skills required with particular emphasis on delivery of high-quality technical documentation as related to technical implementationsAbility to communicate with senior and executive leadershipMinimal travel required (~5%)Education:Bachelor’s degree (BS or BA) preferred