3KeyLogic · 18 hours ago
Service Desk Team Supervisor
Waconia, MN
Full-time
Onsite
Mid, Senior Level
$75K/yr - $110K/yr
5+ years exp3KeyLogic is a computer consulting company specializing in customized IT project and support solutions. They are seeking a Service Desk Team Supervisor to lead the IT Service Desk team, ensuring efficient support and excellent customer service while managing ticket operations and staff development.
Information ServicesIT InfrastructureTelecommunications
Responsibilities
Provide first-line and second-line technical support for customer systems and applications
Troubleshoot incidents, manage escalations, and support timely resolution by the technical service desk team
Maintain and manage ticket queues to ensure efficient time management and consistent progress toward resolution
Lead, mentor and work with a team of Service Desk Analysts to ensure they are well-trained and motivated to provide excellent customer service
Foster a positive team environment and encourage professional development
Identify and address technical issues, provide support, and ensure compliance with service level agreements
Oversee the day-to-day operations of the service desk to ensure that service level agreements (SLAs) are met and incidents and service requests are handled effectively by the team
Manage the lifecycle of incidents from initial reporting to resolution while working in a ticket and phone queue
Categorize, prioritize, and escalate issues as necessary while ensuring timely communication with stakeholders
Act as a point of contact for escalated customer issues by providing expert advice and support on IT-related problems
Ensure that customer satisfaction levels are maintained and improved
Work closely with other IT teams and departments to ensure seamless communication and resolution of technical issues
Collaborate on projects that require cross-functional support
Prepare and present regular reports on team performance, incident resolution times, and customer feedback to IT leadership
Use this data to drive improvements and informed decision-making
Communicate security risks and ensure that the team adheres to security policies and procedures
Respond to security incidents and conduct basic risk assessments
Coordinate training programs and provide career development guidance to team members
Analyze incident trends and make recommendations for process enhancements to improve service delivery
Qualification
Required
IT technical degree preferred
At least 5 years of experience as a help desk technician or related position
IT experience in a medical environment a plus
Demonstrated leadership capabilities
Experience with IT service management tools and software
Excellent team management skills
Good understanding of computer systems, mobile devices, and other tech products
Proficiency in network infrastructure, hardware, and software
Ability to diagnose and resolve technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
Knowledge of PC hardware
Knowledge of Microsoft Windows, Active Directory, and Group Policy
Knowledge of Microsoft Office
Knowledge of VMware, CITRIX technologies and Virtual Desk Infrastructure VDI
Preferred
Microsoft MCSA
A+
Network+
Security+
Benefits
Medical, Dental and Vision Insurance
Life and Disability Insurance
401K Plan
PTO and Paid Holidays
Company
3KeyLogic
3KeyLogic provides IT infrastructure services for voice communications, networking and contact centres.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase