Help Desk Supervisor

Summary

The Help Desk Supervisor will supervise and coordinates Help Desk Technicians in assisting users with hardware and software issues, including diagnosing problems, troubleshooting, and guiding customers through solutions. Responsibilities include creating or updating training materials, providing user training, installing equipment, and researching alternative solutions when needed. This role will manage a team of direct reports and will report directly to the VP, IT Infrastructure.

Essential Duties and Responsibilities

• Creation and maintenance of processes related to the resolution of end-user help requests related to hardware and software issues. End-users include both internal Weber employees and external vendors.
• Lead and participate in Help Desk Ticket triage and assist in ticket delegation and resolution.
• Manage hardware inventory and software licensing to support current and future end-user community.
• Develops workflow, processes, goals, and policies to continually improve the quality of customer service and technical service provided to the help desk customers.
• Independently studies, develops, and standardizes complex technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met.
• Develops and continually updates training material for new and existing help desk staff for transfer of knowledge of network structure and applications including assigning training sessions to improve technical and troubleshooting skills to enhance technical service provided by help desk.
• Work cross functionally with the Business to improve communication, and standardize processes, workflows, and procedures between network groups.
• Develops knowledge of all network and desktop support systems to provide comprehensive support.
• Keep the end-user community informed of any changes that will impact their computer use.
• Plans, develops, and implements projects to educate the end user community on computer related tasks that will improve their efficiency such as a Help Desk Website with FAQs, Help Desk Tips via email, notifications of new support topics available at the help desk, etc.
• May recruit, hire, train, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action of the PC/Network technicians.

Qualifications

• Bachelor’s Degree in Computer Science, or related field, or 3-5 plus years of similar experience.
• Hands on experience installing, managing, and maintaining hardware (i.e. TCP/IP networking, gateways, servers, bridges, routers), software components (i.e. gateways, LAN manager, network operating systems), and Microsoft products (including Exchange).
• Minimum of 3 years leading a technical team.
• Experience working in the manufacturing industry preferred.
• Ability to translate business needs into IT strategy.
• Strong verbal and written skills with ability to present and influence stakeholders.
• Demonstrated ability to learn new systems and technologies quickly.
• Ability to identify and diagnose problems related to computer hardware/software and find effective solutions.
• Ability to establish and maintain effective working relationships with the end-user community, including, employees, vendors, and contractors

Salary Range: $$83,812-$94,510

     *This salary range represents Weber's good faith belief of what we reasonably expect to pay the top candidate

All full-time U.S. non-union Weber employees are eligible for the following benefits. 

• Comprehensive Group Health Insurance including Health, Dental, Vision, Flexible Spending Accounts, Life & Disability benefits. Weber also provides services through Employee Assistance Program (EAP). 

• 401k Retirement Plan with a maximum match of 3% of your annual pay, up to the IRS limits. 

• Discretionary Time Off is available for reasons such as: vacation, short-term illness, taking care of childcare needs, children’s school activities, sick time, medical/dental appointments, personal business, personal errands, or emergencies.  

• Up to 14 weeks of parental leave (8 weeks for recovery and 6 weeks for bonding). 

• 10 paid holidays annually