Job Description
| Position Summary Under the direction of the IT Director the Help Desk Supervisor is responsible for the computer support activities of the National IS department Among these responsibilities are supervision of IS Support staff the procurement installation configuration and inventory tracking of computer hardware software and peripherals escalated support for The Trust for Public Lands endusers and assistance with setting computer hardware software and peripheral standards Also responsible for ensuring support is provided in a timely manner in accordance with service level agreements andor The Trust for Public Lands standards while maintaining a high level of customer satisfaction Essential Functions Direct supervise and train IS Support staff including oversight of workload and prioritization of tasks Oversee the support of The Trust for Public Lands computer hardware software and smart phones including installation maintenance and repair Motivate support staff to adhere to IT best practices and deliver outstanding customer service and satisfaction to TPL staff Assess daytoday support activities to minimize customer downtime Manage support consultants and contractors in the field Ensure high quality customer service through service metrics staff goals and solicited user feedback Ensure accurate and efficient completion of support requests Track and report on support requests Develop and maintain customer service level agreements as needed Identify problem trends and propose corrective measures Assess quality of and suggest and implement improvements to IS Support technology procedures policies and documentation Develop maintain and implement standard versions of desktop hardware and smart phones Assist with development maintenance and implementation of system and software policies and procedures Ensure all software configurations are maintained and updated regularly including troubleshooting loading and configuring software images supported applications and drivers Keep key staff apprised of the latest industry developments in new technologies and IT practices Recommend hardware and software solutions including acquisitions and upgrades Provide final escalation level of technical support for computer hardware software and peripherals Maintain hardware and software inventories Other duties as assigned by supervisor Qualifications Bachelors degree in Business Administration Computer Science MIS or related field or high school degree with equivalent work experience Minimum eight years job experience in position related to information sciences Minimum three years supervising a Help Desk Experience in an environment with 200+ users in multiple locations Advanced skills in supporting Windows desktop OS Windowsbased applications and Active Directory Proven ability to effectively prioritize and delegate tasks Highly selfmotivated with demonstrated problem solving skills Excellent oral and written communication skills Willingness to travel at least 23 times a year Demonstrated ability to work independently |
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