Help Desk Shift Supervisor - Night Shift

The Rollout Helpdesk Shift Supervisor role is responsible for managing the operation of the team on their respective shift. This role is crucial to ensuring customer requirements are met in terms of communication, priorities, escalations and resolving incidents and requests. The Rollout Helpdesk Shift Supervisor provides leadership and support to the Rollout Helpdesk team and will drive a culture of continual process improvement within the team under the guidance of the Rollout Helpdesk Manager.

• Operational Management:
  Experience in managing day-to-day operations, shift schedule documents, and ensuring policy adherence.
• Technical Expertise:
  Strong understanding of the technical aspects of the helpdesk operations to provide guidance and support to the team. The shift supervisor will be expected to be "hands on" and have all necessary access (ie: vendor access, VDI, token, etc.) to assist the team. Have a clear understanding of how to use any tools used by the team to complete their work.
• Team Leadership:
  Ability to lead by example, motivate the team, and manage performance effectively with oversight and guidance from the Helpdesk Manager. Be actively engaged with the team. Provide direction and feedback to team during a shift. Assist the Helpdesk Manager with the training needs of the team.
• Conflict Resolution:
  Skills in resolving disputes and issues among team members or with clients in a constructive manner.
• Time Management:
  Ability to manage and prioritize tasks efficiently and accurately to meet deadlines and handle emergencies.
• Communication:
  Must possess strong communication skills and be able to keep the right audience informed. Provide timely, regular updates to the help desk manager. Provide adequate, daily turnover to respective shift supervisor. Create and organize notes and documentation.
• Organizational Management:
  Work with Helpdesk Manager to ensure projects progress as planned. Champion and align on process improvements made by Helpdesk Manager. Keep Helpdesk Manager informed of issues, escalations, progress and team performance. Communication and updates are required to be timely.

$65,000 - $70,000 a year