Help Desk Supervisor Jobs

Job Title: Help Desk Supervisor Company: Qivliq, LLC Location: Sterling, VA Description: Sava is committed to being a world-class provider of trusted security solutions and services. We believe a company's culture is its shared values and the actions of its employees. It's not enough to talk about our values; we have to live them every day. That's why we strive to achieve technical excellence, build lasting relationships, make a difference, and have fun! We hire employees who are passionate about what they do, and we promote a culture of integrity and hard work. At the end of the day, SAVA employees know they have made a difference through significant contributions to our National Security. We commit to providing our employees an environment where each person is appreciated, trusted and encouraged to grow professionally. Sava Solutions is a subsidiary of Qivliq. Qivliq, LLC is an Alaska Native Owned Corporation, providing shared services to the Qivliq family of companies, and planning and incubating the next generation of companies serving federal and commercial customers. Qivliq companies offer core expertise in telecommunications, information technology, product development, major program management, Open Source Software, construction management, facility operations, and operations support. Qivliq family of companies realizes that quality personnel are the key to our success. An excellent benefits package, professional working environment, and outstanding leaders are all key to retaining top professionals. SAVA Workforce Solutions has a position open for a Help Desk Supervisor for a federal agency in Sterling, Virginia. Perform Information Technology solutions in a Network Operations Center (NOC) environment. The functions will include: Help Desk functions, Network Operations, Server Management and support of field support personnel. ESSENTIAL DUTIES & RESPONSIBILITIES 5 years experience in providing Customer Support and hardware maintenance in an enterprise level operation.10 years of Information Technology ExperienceResponsible for all coordination of the entire Customer Service Desk/Help Desk.Monitor, evaluate, and solve potential hardware and software performance issues. Manage Windows 2003 server-related and other network requests and problems.Support customers and employees via email, telephone, and face-to-face interaction. SPECIALIZED KNOWLEDGE AND SKILLS: MUST HAVE SECRET CLEARANCE. 3 years experience in Windows 200x Administration.3 years experience in ITIL3 years experience with virus protection management3 years experience working in a help desk environmentExperience with VPNs, remote access and encryption.Bachelor's Degree in Computer Science, Information Technology, Engineering or a related fieldDemonstrated ability to troubleshoot errors and determine their source (OS, hardware, software, etc.)Ability to repair problems or to quickly manage their resolution via third-party expertise.In depth knowledge of the security risks to a Windows 2003 server and the ability to assist with implementation and maintenance of components and applications to protect systems from virus, spyware, and hackers.WORK ENVIRONMENT AND PHYSICAL DEMANDSCandidate must be able to function in general office environment. Qivliq and its family of companies reserve the right to edit, revise or change this job description. Nothing in the contents of this job description implies an employment contract with the incumbent. AN EQUAL OPPORTUNITY EMPLOYERSava Solutions is an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify Sava's Human Resources Department. If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id Register to View -4080

Job Title: Help Desk Supervisor Company: Location: columbus, oh Description: Quick paced business Requires extroverted individual for on-going job Applicant required to have entry-level computer skills and have the mentality of a self starter Not important to have prior experience following instructions is key to this role must hit deadlines. This is the type of job that you have always wanted to join this corporation Several jobs open Salary/Wage: $18 dollars per hour based on experience Status: Full-time, Part-time, Temp/Contract, Internship Shift: Days, Nights and Weekends • Location: Columbus, oh

Job Title: Tier 1 Helpdesk Team Lead Company: The Judge Group, Inc. Location: Arlington, VA Description: Founded in 1970 by Martin E. Judge Jr., The Judge Group is a privately-owned professional services firm specializing in Technology Consulting, Enterprise-Wide Staffing and Corporate Training. Our solutions are successfully delivered through a workforce of 3,500 professionals and an international network of over 35 practice offices. The Judge Group prides itself on delivering services of exceptional quality and value while upholding our commitment to customer service. You can find more information about The Judge Group at www.judge.com. Our Arlington, VA based client is looking to fill its Contract to Hire opportunity. Location: Arlington, VADuration: 3-6mo Contract to HirePlease attach word .doc resume with your reply.*****US CITIZENS (FDIC background check to be completed) are encouraged to apply.*****=====================================================Tier 1 Helpdesk Team LeadNeed one Tier 1 Team Lead immediately for on-site support. This position is a supervisory position with minimum of 6 years experience in supervision of 8 to 15 Helpdesk Tier 1 technicians. Must have MCP, A+ and prefer MCSA or MCSE certification.Manages the help desk operations; reviews and enforces service level agreements; generates end-user surveys to solicit input from the user community; reviews skill levels and skill mix of help desk staff and coordinates training; coordinates rotation schedule of staff; and reports on help desk status with metrics to management.Daily Responsibilities:Responsible for managing the day-to-day operations. Manages the team*s schedules, workload and performance to ensure the team is providing excellent customer service. Is a 60/40 player coach; answering the phones while also providing leadership to the team. Provides technical support and problem resolution for PC Operating systems, Software, Hardware, other peripherals and networking issues. Escalates incidents or problems to the proper groups/contacts and keep management informed of issues not resolved within the escalation or SLA guidelines. Provide timely responses to client and management requests. Run daily/monthly reports to manage the Tier I team performance. Responsible for documentation implementation and updates (SOPs, work instructions, etc) and coordinate training for new hires and staff.Assist the Help Desk Manager when needed (meetings, monthly client reports, etc). Occasional after hours availability for escalation, problem management, and staffing issues. Manage escalations, ticket resolutions, communication throughout the entire project. The shift for this position is 7am * 4pm. Daily Responsibilities Details:* Player/Coach responsibilities include answering calls, creating tickets and escalating tickets as necessary to the proper groups. Each ticket must have troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem. * Create, monitor and adjust team work schedules to ensure 24/7/365 coverage. May require staffing assessments based on call volumes on a periodic basis. * Monitor the Email, Voicemail and Console (EVC) regularly to ensure that Tier I support staff are responding to client needs in a timely fashion. * Work with the Escalation Monitor, ISC Analyst, and Management Staff to ensure the team is following all ticket processes and procedures. * Monitor outage and information messages posted on the Help Desk website, voicemail and wall boards to ensure accuracy and timely updates.* Monitor, coach, and manage the team to ensure that all performance metrics are met and exceeded.* Escalate problems tickets to the proper escalations contacts and proactively make Management aware of issues that are not resolved within the escalation/SLA guidelines.* Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis. * Run daily/monthly reports to manage the Tier I teams performance. Report will include, but are not limited to, First Call resolution, Daily Login Reports, Aux Reports, ACD Call Reports and SLA Outliers Reports.* Run Help Desk Tier I team meetings. Determine what material needs to be covered, prepare agenda, organize team building activities and update meeting minutes on the ISC Portal. * Attend Help Desk, ISC and management meetings as required, along with following any guidelines provided or completing any special projects assigned at that time. * Assist with the preparation of client deliverables, to include the PASR, MPR, Award Fee Presentation and SLA reports. * Responsible for creating and maintain the Help Desk SOPs and Training manuals for Tier I support. Finalized documents are to be posted on the ISC portal. * Coordinate new hire training to ensure successful integration into the team. * Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. * After hours availability via blackberry for escalation, problem management and staffing issues. * Any other duties as assigned. Required/Desired Skills:* Help Desk Certification (HDI Tead Lead, Support Analyst, or Customer Support) or must be obtained within 6 mos of hire* Microsoft Office Specialist (Word, Excel, Outlook) or must be obtained within 3 mos of hire* Knowledge of call tracking software (Remedy)* Knowledge of ACD Call Tracking Software* Knowledge of network architecture and troubleshooting* Remote Assist Software (Remote Desktop)* PC Hardware and Peripherals* Excellent customer service skills* Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.* Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed* ITIL Knowledge and/or ITIL Foundations certification* Quick learner, self starter, able to work within minimal supervision * Must be customer focused, a team player, and able to work on multiple tasks with minimal supervision* Able to work within time constraints and follow set processes and procedures===================================================== * PLEASE include your CITIZEN / CLEARANCE STATUS on the coversheet / in your resume, if applicable.* Please have all the *need to have* skills and experience clearly documented in the work history of your REQUIRED/ATTACHED Word.doc resume.* Please include your HOURLY/SALARY on the coversheet* Please include your current location, and date you're available to start on the coversheet

Job Title: Help Desk Supervisor Company: Technology Consulting Location: Alexandria, VA Description: Technology Consulting, Inc. (TCI) was formed in 1988 to provide information systems and consulting services to a variety of clients. In the twenty years that have followed, a strong growth pattern has evolved, based largely on the professional quality of services and the results that our clients have received. TCI concentrates on IT staffing and project delivery solutions across all technology platforms (mainframe, midrange, client-server, and internet based). Additionally, TCI holds the FCL * Facility (Security) Cleared designation through the Defense Security Service (DSS) and as a result can handle and process all levels of security clearance personnel as required by our clients.TCI has an immediate need for a Help Desk Supervisor. In addition to competitive, market-rate based pay, TCI provides an excellent Performance Incentive Plan, Comprehensive Medical/Dental Insurance, Vacation, 401k, Life Insurance and Long Term Disability benefits. Please send a resume to Register to View for immediate consideration.Please Note:Given the nature of this position all qualified applicants must be United States Citizens in order to pass the necessary DoD background checks.Job Description:Technology Consulting, Inc is looking for a Help Desk Supervisor for a position in the Alexandria, Virginia area.This position has minimal details available but will likely include some supervisory responsibilities and providing support to 300 Windows users with a team of 5-6 helpdesk/desktop support technicians. This is a contract position for an initial period of three (3) months with possible renewal periods to follow.

Job Title: Support Supervisor (Help Desk) Company: Secure-24 Inc. Location: Southfield, MI Description: Position Overview * Responsible for policy enforcement* Responsible for improving the environment* Responsible for report generation* Responsible for scheduling and time tracking* Responsible for handling escalating issuesEssential Job Functions* Schedule generation* Enforcement of time tracking* Enforcement of support guideline standards* Process delinquent requests reports* Process all task closed reports* Generate IM and Queuemetrics reports* Identify operational improvements* Monitor phone queues* Monitor ticket queues* Monitor Nagios queues* Ticket evaluations* Call evaluationsNon-essential Job Functions* Additional languagesRequirements* Available at least 40 hours a week* Available for on call rotation* Commitment to excellence* Excellent customer service skills* Willingness to take responsibility to ensure issues are resolved* Team Player* Critical Thinking Skills* Professional Customer Service Skills* Excellent Phone Etiquette* Excellent Email EtiquetteOther Skills/Abilities* driver's license

Job Title: Help Desk Supervisor Company: New Jersey Institute of Technology Location: Newark, NJ Description: Under general supervision, is responsible for the effective and efficient day-to-day operations of the IST Division Help Desk functions. Provides work supervision, appropriate work assignments, and training for full-time and student staff assigned to the walk-in help desk, virtual help desk, and the telephone call center. Ensures the quality, customer satisfaction, and timeliness of Help Desk services. Responsible for the development, maintenance, and integrity of routine help desk reporting. Spends approximately 50% of time working the telephone call center, and 50% of time on other supervisory responsibilities. NATURE AND SCOPE: As a technology generalist, the position is capable of learning and supporting a wide variety of technology applications across a wide-variety of technology platforms (e.g. Windows, Mac, Unix, mainframe, etc.). The position must possess a broad understanding of IST policy and procedure within the university in order to advise customers of the same. As work supervisor for the help desk operations, the position has a strong appreciation for the requirements of overseeing customer-centered help desk services, maximizing the customers ability to leverage technology and minimizing their frustrations. Essential Functions: - Responsible for the effective and efficient day-to-day operation of the IST Division Help Desk activities for walk-in Help Desk, virtual help desk, and telephone call center. This includes all activities associated with the identification, prioritization, and resolution of reported problems. - Ensures that all phases of help desk support are coordinated, monitored, logged, and tracked, and resolved appropriately. This includes quality, timeliness, and customer satisfaction. - Responsibility for the development, maintenance, and integrity of routine help desk performance reports and metrics. Provides timely and accurate reports in other areas such as scheduling and budget on help desk operations. - Interviews and recommends for hire a large staff of student Help Desk Associates each semester. - Develops on-going training and staff development program for student and full-time help desk staff. Training program focuses on customer service as well as the technical details of IST Division services. - Participates in the development of new division-wide IST Services, evaluating software usability features and user documentation. Recommends changes to improve usability, documentation, and other user features based on experiences with the NJIT user community. - Teaches introductory software application courses (e.g. word processing, email, etc.) and teaches IST Division orientation classes (e.g. freshman orientation, new faculty/staff). - Ensures that security and quality assurance procedures are implemented and enforced. - Spends approximately 50% of time working telephone call center involving the diagnosis and resolution of technology related problems through discussion with customers. Additional Functions: - Maintains currency in new developments and technology. - Participates on division-wide and university-wide committees, advocating and fostering a collaborative working relationship between IST Customers and the IST Division staff. - Performs other duties as assigned. Prerequisite Qualifications: Bachelors degree in an appropriate field of study. Two-four years experience working in a technology-focused telephone call center environment, preferably in higher education. Two years management experience in an IT organization with experience managing help desk personnel. Excellent understanding of general IT issues, problems, and solutions in an academic environment. Experience with Microsoft Office applications for maintaining databases and preparing reports. The position requires excellent oral and written communication skills, as well as an excellent attitude and approach to customer service in an academic environment. At the universitys discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position. Preferred Qualifications: Support Center Manager Certification, Microsoft Certified Desktop Support Technician (MCDST) certification Essential Characteristics: Accomplishment Aptitude: Establishes and follows through on a systematic course of action for self or others to assure accomplishment of a specific objective. Determines priorities and allocates time and resources effectively producing desired results at the level expected for the position. Customer Focus: Focuses ones efforts on identifying and meeting internal and external customers needs in a manner that provides satisfaction for the customer, within the parameters of the position and the available resources, cognizant of departmental and /or university policy and authorized practices. Initiative: Evaluates, selects and acts on various methods and strategies for solving problems and meeting objectives within parameters of position before being asked or required to do so; self-directed rather than passively complying with instructions or assignments. Teamwork/Team Orientation: Willingly cooperates and works collaboratively toward solutions which generally benefit all involved parties; works cooperatively with others to accomplish departmental and university objectives. Professionalism: Conducts oneself at all times in an ambassadorial, committed and personable manner demonstrating respect for the position, fellow colleagues, departmental integrity and the universitys best interests. Professional/Procedural Expertise: Acquires and uses professional/procedural knowledge, skills and judgment to accomplish a result or to serve students effectively. Analytical Thinking/Problem Solving: Demonstrates a mature logic, analytic aptitude and creativity in the approach to issues demanding resolution, by drawing on own expertise and experience base while utilizing other references and resources as necessary. Leadership: Develops and uses effective strategies and interpersonal styles to influence and guide others toward the accomplishment of identified objectives and goals. FLSA: Exempt Full-Time/Part-Time: Full-Time Optional Applicant Documents: Other Document Required Applicant Documents: Resume / CV Cover Letter Special Instructions to Applicants: Applicants should submit resume, cover letter, and copies of any official certifications held (e.g. MCSE). Posting Number: 0600433

Job Title: Helpdesk Supervisor Company: Kforce Technology Staffing Location: Bellevue, WA Description: Our client is seeking a Helpdesk Supervisor. As a member of the Corporate IT team, the Helpdesk Supervisor will be responsible for supervising the IT helpdesk which includes planning, documenting, and execution of (but not limited to) hardware break/fix, user account management, and new system deployment. The Helpdesk Supervisor will work closely with all teams across the company to make sure the customer's needs are being met. In addition the Helpdesk supervisor will perform some Windows server management as need. Responsibilities * Ensures the needs of the client are met. * Oversees the internal workings of Help Desk functions including employee issues and training. * Acts as a liaison with IT management in the development, maintenance, and communication of systems and procedures. Develops or assists in preparation and designation of user requirements for new and existing systems. * Analyzes statistical data that determines the needs of the client. Serves as a liaison and communicates feedback on user needs to IT Manager. * Responsibilities include driving superior levels of Help Desk response time, outstanding customer satisfaction, exceptional service quality and team accountability. * Responsibilities include keeping abreast of Help Desk requests, ensuring responsive ticket times and out-performing service delivery SLAs * Responsible for reporting to IT Manager on Helpdesk performance in accordance with established metrics If you are qualified and interested in this position, please contact Register to View or Register to View Greencard or US Citizen only. Qualifications: * Strong written and verbal communication skills * Ability to create documentation appropriate for both technical and non-technical staff * An ability to meet deadlines in a fast-paced environment * Excellent analytical and problem solving skills * Follows quality system procedures * Familiar with a variety of the IT concepts, practices, and procedures related to technology operations * Sound knowledge of Microsoft technologies * Proven ability to produce results in accordance with business needs * Ability to establish priorities and influence others in maintaining those priorities * Knowledge of Microsoft Windows Server Platform * 5+ years of experience working in an enterprise IT helpdesk environment * 2+ years of supervisory experience in an enterprise IT helpdesk environment

Job Title: Help Desk Supervisor Company: Modis Location: Westminster, CO Description: Companies across Colorado have sought out MODIS to deliver skilled, dedicated IT professionals. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We are currently seeking a Help Desk Supervisor for our client in the North Denver area. We invite you to review the position requirements below and apply today if your skills match our need. Position Type: Contract to hire Location: North Denver Area Qualifications:

Job Title: Helpdesk Supervisor Company: CORESTAFF Services Location: Houston, TX Description: We are currently looking for an experienced Helpdesk Supervisor. Position is a full-time hire paying 90-110K. Please email resumes to Register to View  BASIC FUNCTION:Directly responsible for the efficient supervision of the Information Process Solutions Customer Support Center which includes the first-level call resolution group as well as the second-level desktop technical support group. Responsibility of the supervisor is to manage a first line resolution for all problems reported by Information Process Solutions (IPS) customers dealing with helpdesk, desktops, application issues, and global PC and laptop patch management and software deployment. The Customer Support Center supervisor acts as the liaison between the customer and the IPS department, ensuring customer satisfaction, within the guidelines of corporate policy related IPS and helpdesk procedures.DUTIES: AUTHORITY1. Supervise Customer Support Center personnel (phone agents and desktop technicians) and make recommendations on proper staffing to ensure objectives are met. 2. Supervise the support and maintenance for desktop, laptop, hardware, and software; and first-level resolution call center for applications and IPS systems. 3. Participate in the establishment of standardized hardware and software used by the company including patch management and software deployment. 4. Oversee the activities of the group to ensure tickets are being worked in a timely and professional manner, ensuring that quality of service and support is consistent with user and management expectations. 5. Oversee the evaluation and implementation of hardware and software upgrades, enhancements, and patches. 6. Oversee global PC and laptop patch management and software deployment in order to prevent viruses and hackers from exploiting software security vulnerabilities. 7. Provide support to regions regarding PC and laptop patch management and software deployment.8. Implement software diagnostics to determine hardware/software problems. II9. Participate in the creation of SLA’s (Service Level Agreements) for customers and OLA’s (Operational Level Agreements) for working with vendors and other IPS departments. II10. Supervise the implementation/upgrade and administration of Customer Support Center tools. I11. Facilitate and coordinate both internal and external training for Customer Support Center staff members to ensure proper personnel development and skills. II12. Publish statistics on Customer Support Center performance to keep the customer base informed of IPS service delivery. I13. Ensure customer satisfaction and strive to improve Customer Support Center support by implementing a satisfaction survey process. II14. Ensure thorough first-level problem determination is executed with the objective of resolving as many problems as possible according to an established resolution rate. I15. Develop and utilize procedures to document problems, recommend constructive improvements to procedures, and ensure updated procedures are written and followed. I16. Make recommendations to management for the purchase of desktop and helpdesk tools and technologies. II17. Conduct reviews and evaluation of Customer Support Center personnel performance. III18. Perform other duties as directed by management. II

Job Title: Help Desk Supervisor Company: TEKsystems Location: Parsippany, NJ Description: This is a direct supervision job, managing the team of analysts and the first point of contact to the IT Manager. Help deliver expedited resolution of all reported problems through a high-level of customer satisfaction, superior first-call solve rates, flawless problem determination procedures for hardware and software, excellent reporting, and detailed escalation processes. To be qualified for this position the candidate must have all of the following: Must have experience running a fast paced Helpdesk with high call volumes, must have a broad knowledge of developing a 10 person helpdesk, must have some experience creating and implementing training programs for helpdesk, must have extensive knowledge in Microsoft Suites of products, Active Directory, VPN's, Blackberry support, wireless environments and ticketing systems Experience on any of the following is a plus; RSA Token, AS 400, & Oracle,This person must have a stern approach to running a helpdesk but be flexible in their approach to fit the clients needs. The customers manager can at times run a bit emotional but is really looking for direct feedback and direction to make the helpdesk better and this candidate must be able to rationally handle the up's and down's of the client. Technical skills required are: Active Directory (un-locking and resetting passwords) Microsoft Office, including Outlook,Word & Excel. Utilizing OS Microsoft Windows 95, 98, 2000, NT & XP. Blackberry Exp. (Activation of wireless devices). VPN knowledge and with a broad understand of setting up customers on a variety of devices and carriers. Join TEKsystems() and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about deploying high-caliber IT and communications expertise. To satisfy our constant need for expertise, we actively seek talented Technical Professionals with all levels of information technology and communications skills. TEKsystems knows that every professional has different needs, so we'll work together to determine a suitable benefits package. We offer options to our Technical Professionals that could include: a health plan, 401k, provisions for vacation and holiday pay, and technical and professional training. With a foundation as the nation's largest IT staffing firm, we've become a billion-dollar services company by blending superior client service with an unrivaled ability to source and manage talent to precise specifications, resulting in successful technology executions. Allegis Group and its subsidiaries are equal opportunity employers. M/F/D/V