Service Desk Supervisor

Profile

TRISTAR Insurance Group is a 25 year old nationwide third party administrator for Workers Compensation with corporate offices in Long Beach California.
POSITION SUMMARY:
The Service Desk Supervisor’s role is to oversee the Service Desk operation’s and ensure that end users and clients are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all Service Desk functions. The Service Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users.
DUTIES AND RESPONSIBILITIES:
In-depth knowledge of desktop operating systems (Windows XP & Windows 7).
In-depth knowledge of desktop and laptop computer hardware, printers, scanners and other office automation equipment.
Ability to resolve hardware problems, perform computer upgrades, networking setups, diagnose software problems, PC specific Issues and troubleshooting.
Manages the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of all end user issues.
Monitors Service Desk queues and follows up with assigned Service Desk personnel to ensure timely resolution of problems.
Develops and documents IT and Service Desk policies and procedures.
Ensures that staff provides timely and considerate customer service to end users by fielding Service Desk calls and resolving technical issues.
Maintains all departmental policies and procedures and ensures that the Service Desk staff is doing so as well.
Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
Manages the Service Desk staff including conducting performance evaluations, promotions, hiring and disciplinary responsibilities.
Designs and enforces problem escalation policies and procedures. Ensures that difficult Service Desk issues are escalated to the appropriate resources.
Interacts with IT vendors, external suppliers, third-party support and other contractual partners to ensure procurement, repair and IT supplies are arranged in time.
Performs staff scheduling to ensure Service Desk coverage during normal business hours or off-hours support as required.
Performs other duties and responsibilities as assigned by Management.
Motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees and clients across all Tristar locations.
Must demonstrate strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company.
Must be able to perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.
EQUIPMENT OPERATED/USED
Desktop computers, laptops, servers, handheld communications devices, printers, scanners, telephones, fax machines, and testing tools.
QUALIFICATIONS REQUIRED:
Requires five or more years of related technical and managerial experience in a Service Desk environment supporting desktop, Wide Area Network (WAN), and Local Area Network (LAN) equipment. Bachelors degree preferred, High School Diploma or GED required.
Minimum five years’ experience troubleshooting and resolving complex computer hardware and software issues.
Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
Adene Mosh
Tristar Insurance Group
Web: ****

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