Supervisor - Technology Helpdesk

Supervisory Duties

• Serve as a coach and guide for Technology Support Specialists, ensuring timely processing of requests and efficient resource deployment.
• Coordinate work assignments, including account administration, support requests, equipment configurations, and resource management.
• Ensure timely completion of assigned tasks and customer satisfaction with products/services.
• Assist team members in completing tasks such as configuring, deploying, and supporting technology-related equipment and software.
• Supervise and manage the service request queue to meet deadlines and execute support services according to established protocols.
• Escalate severe, critical, or unique issues to the Manager Helpdesk for Tier 2 support.
• Manage daily inventory of equipment, software, and licenses, and coordinate proper recycling and documentation.
• Collaborate with other Technology team members to achieve departmental goals and participate in HR functions for recruitment, onboarding, and staff development.

Leadership Duties

• Communicate and align with Hillside mission, vision, values, and strategies.
• Align work with staff strengths and interests, delegate tasks, and provide coaching, training, and growth opportunities.
• Ensure staff has the skills and resources to succeed and maintain high levels of trust and integrity regarding confidential data.
• Ensure the security and stability of the Hillside network and balance policy with exceptional customer service.

Education & Experience

• Bachelor’s degree in Computer Science or related field, or equivalent education and experience.
• Minimum 3 years of experience in Technology Services or Helpdesk Support.

Special Requirements

• Unrestricted, valid NYS driver’s license for at least 1 year with a clean driving record and appropriate insurance coverage.

Knowledge, Skills & Abilities

• Proficient in helpdesk user support and computer technologies, managing service level expectations, and communicating with customers and vendors.
• Accountable for maintaining confidentiality and security of data and systems.
• Ability to prioritize tasks, identify solutions, and balance policy with exceptional customer service.
• Ability to translate complex issues into understandable explanations and balance policy with customer needs.

Physical Demands & Work Environment

• Variable scheduling including evenings and weekends.
• Occasional sitting, standing, walking, driving, balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching, twisting, lifting up to 50 lbs., carrying up to 55 lbs., manual dexterity, exposure to dust, fumes, gases or chemicals, protective clothing or equipment required.

Pay

$62,500 Minimum pay rate, $90,000 Maximum pay rate, based on experience.