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Connection · 1 day ago

Help Desk Supervisor

Glens Falls, NY

Full-time

Onsite

Senior Level, Lead/Staff

$75K/yr - $89K/yr

8+ years exp

Connection is a company that specializes in guiding the connection between people and technology. The Help Desk Supervisor will oversee the IT Support team, manage operations, and ensure users are supported effectively while fostering professional development within the team.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

No H1B

Responsibilities

Supervise the IT Support team, overseeing workflow, scheduling, performance, and professional development. Provide coaching and encouragement for continuous improvement and career growth

Manage IT Support operations, including call center management and ticket system administration, ensuring timely and efficient resolution of user issues. Provide regular monthly reporting to management for strategic decision-making

Collaborate with other departments to improve new hire orientation and training. Identify training needs, create materials, and lead sessions to ensure employees are equipped with the necessary IT skills

Ensure users are supported with a thorough understanding of IT equipment and networks. Organize troubleshooting efforts and facilitate equipment repair when necessary

Oversee user account administration, including permissions and access rights in Active Directory. Maintain accurate documentation and IT forms for account setup and updates

Stay informed of company policies and IT procedures. Assist with the implementation of new technologies and ongoing system upgrades

Develop and maintain standard operating procedures (SOPs), training materials, and other documentation to support IT operations

Cultivate and maintain strong relationships with vendors to secure high-quality products and services

Qualification

IT support experienceWindows proficiencyMicrosoft 365 administrationActive Directory managementCall center managementHelp desk ticketing systemsTraining material creationPrioritization skillsInterpersonal skillsCommunication skillsOrganizational skills

Required

Bachelor's degree in Information Technology or related field, or equivalent experience

Minimum of 8 years of experience in IT support, with at least 3 years in a senior or supervisory role

Proficiency with Windows, Microsoft 365 applications and administration, call center management tools, help desk ticketing systems, and Active Directory. A basic understanding of networking is beneficial, though this role does not include network or server management

Exceptional interpersonal and communication skills—able to build strong relationships and communicate effectively with staff, vendors, and management

Effective prioritization and organizational skills to manage multiple tasks and meet deadlines

Experience in creating and delivering training materials