B&L PC Solutions, Inc ยท 4 months ago
Future Opening: IT Help Desk Supervisor
Hauppauge, NY 11788
Full-time
Onsite
Mid Level
3+ years expB&L PC Solutions, Inc. is a leading Managed Service Provider (MSP) dedicated to delivering comprehensive IT solutions. They are seeking an experienced Help Desk Supervisor to lead their Help Desk team, ensuring timely support for clients and managing the daily operations of the team.
Cloud ComputingCyber SecurityHealth CareInformation ServicesInformation TechnologyNetwork SecurityVoIP
Responsibilities
Lead and mentor a team of Help Desk technicians, providing guidance and support in day-to-day operations
Manage team schedules and ensure appropriate coverage during business hours
Conduct regular performance evaluations and provide constructive feedback to team members
Coordinate training and professional development opportunities for the team
Serve as the point of contact for critical incidents and high-priority tickets, ensuring timely resolution
Assess and prioritize incoming support requests, assigning them to the appropriate resources for resolution
Monitor ticket queues and ensure SLA adherence for incident response and resolution
Collaborate with Level 2 and Level 3 technicians for escalations and complex issue resolution
Maintain clear and timely communication with clients regarding incident status and resolution updates
Act as a liaison between the Help Desk team and clients, ensuring exceptional service delivery
Identify opportunities for process improvement and efficiency gains within the Help Desk operations
Develop and implement best practices and standard operating procedures
Qualification
Required
Minimum of 3 years of experience in IT support, with at least 3 years in an MSP environment
Proven experience in a supervisory or team lead role, with demonstrated leadership skills
Strong technical proficiency in Windows and macOS operating systems, networking concepts, and troubleshooting
Excellent knowledge of ITIL framework and incident management best practices
Familiarity with remote support tools and ticketing systems
Exceptional leadership, communication, and interpersonal skills
Ability to remain calm under pressure and make critical decisions in high-stress situations
Strong problem-solving abilities and attention to detail
Customer-focused mindset with a commitment to client satisfaction
Benefits
Competitive salary with performance-based bonuses.
Health insurance offered.
Retirement savings plan with employer matching.
Professional development and training opportunities.
Company
B&L PC Solutions, Inc
Started in 1997, B&L PC Solutions is a complete technology solution provider.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase