Technology Help Desk Supervisor

The Technology Help Desk Supervisor will be responsible for the productivity and quality of the Technology Help Desk team and ensure that the team and individual goals and objectives are met by delivering excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness; manage the operational and administrative tasks; provide feedback and guidance to the team members; and coach, mentoring and addresses any employee performance and development opportunities.

**Responsibilities**:

- Take full responsibility for the team in terms of management and supervision of staff, production, and quality targets to ensure the smooth running the production processes that will contribute to the attainment of team goals and business targets
- Demonstrate diligence and passion for quality in assessing delivery vs service level agreements
- Exercise independent judgment in providing solutions to complex problems or those without precedents
- Effectively manage project timelines and work scheduling vs client commitment and expectation
- Contribute to policy development by actively participating in meetings and providing inputs, insights, and recommendations
- Act as Subject Matter Expert, provide training and guidance as necessary and assist the team members by providing the correct course of action for incidents and requests for fulfilment tasks
- Encourage teamwork; delegate and assign tasks and responsibilities to team members in their areas of strength and competencies to enable them to put in their best, contribute to the successful accomplishment and for the Technology Help Desk team to meet production and business goals
- Lead by example and collaborate to inspire trust and build relationships with stakeholders
- Proactively increase the efficiency of the day-to-day operations by closely monitoring the quality of performance, productivity, and metrics and identifying opportunities, and suggesting solutions and improvements regarding the process, tools, people, and any other operation-related matter
- Manage and supervise the team by being visible to answer questions, queries and concerns
- Conduct performance reviews
- guide, coordinate, teach, and critique work of team members; analyze gaps in performance, and recommend development plans
- Contribute to the execution of a business plan through specific job assignments and projects as determined by the Management Team

**Skills and Experience**:

- Good prior technology Help Desk experience in an enterprise environment following/aligned to ITIL best practices
- Advanced Microsoft Windows and Office troubleshooting skills
- Advanced knowledge in Active Directory administration
- Advanced knowledge in Exchange Management Console administration
- Good knowledge of the Firm's infrastructure and system environment
- Working knowledge of Macintosh and Apple devices troubleshooting
- Superior process methodology, problem-solving, and analytical skills
- Has the drive and ability to see Problems through to resolution
- Demonstrates attention to detail in terms of following defined processes diligently and accurately
- Has initiative, a sense of responsibility, and commitment to high-quality work
- Proven superior customer service skills
- Well-developed interpersonal skills and ability to work in a team environment
- Ability to multi-task and prioritize effectively
- Fluent in written and spoken English and Spanish with strong communication skills
- Willing to work on shifting schedule and work overtime as necessary
- Ability to multi-task and prioritize effectively