Supervisor - Technology Helpdesk

Job Summary

The Supervisor Helpdesk supervises the Technology Support Specialists and provides coaching and guidance related to the standard timely processing of requests and efficient deployment of resources, timely completion of service requests and overall customer satisfaction. This position partners with the Partner Service Center (PSC) team to facilitate communication of requests and participates in the execution of department goals.

This is a full-time (40 hours) position on a Monday-Friday, 8:00am-5:00pm schedule. Based out of our 1 Mustard St. office in Rochester, NY but travel on the job to any Hillside location may be required.

• Supervise Technology Support Specialists team members in the day-to-day performance of their duties by establishing clear goals and expectations, tracking performance, addressing challenges and sharing timely recognition.
• Coordinate assignment of work tasks including account administration, support requests, equipment configurations, and managing resources.
• Ensure team members complete all assigned tasks on-time and customer receives products / services as requested and within customer service standards.
• Where necessary, assist team members in completing tasks including configuring, deploying, and supporting technology-related equipment and software.
• Supervise and coordinate the service request queue to ensure all requests are completed by due date.
• Ensure Helpdesk support service is executed in accordance with established protocols.
• Coordinate the escalation of severe, critical, or unique issues to Manager Helpdesk for support from the Tier 2 team.
• Responsible for the daily inventory management of all equipment, software, and licenses.
• Coordinate proper recycling and disposal of equipment along with required documentation.
• Participate with other members of Technology team to ensure effective execution of the team strategy.
• Collaborate with various HR functions to ensure the recruitment and onboarding of new hires, compliance with policies, alignment with performance and behavioral expectations, and the development of staff.
• While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.

• Leadership:
  Communicates, supports and links Hillside mission, vision, values, goals, and strategies to everyday work and establishes clear, meaningful, challenging, and attainable objectives and expectations that are aligned with those of the organization.
• Management:
  Aligns the right work with the right people; delegates tasks according to people’s strengths and interests. Ensures staff has the skills and resources to be successful. Provides staff with coaching, training and opportunities for growth to improve their skills. Treats staff fairly and consistently. Shares accountability when delegating and involves staff in setting their performance goals.
• Governance:
  Ensures Hillside policies, procedures and all applicable governmental laws/regulations/guidelines are followed. Makes decisions and has authority to implement decisions in conjunction with the leadership structure of the given area of responsibility.

• Bachelor’s degree in Computer Science or related field, or an equivalent amount of education and experience
• Minimum 3 years of experience in Technology Services or Helpdesk Support required

• Unrestricted, valid NYS driver’s license for minimum of 1 year with a clean driving record and minimum insurance coverage that meets agency standards.

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships, Optimizes Decision Making, Builds Talent and Engagement, Manages Change, and Fosters Accountability and Results, the following occupational competencies must be demonstrated:

• Proficient in helpdesk user support and computer technologies including managing service level expectations, communicating with customers and vendors.
• Accountable for maintaining the highest level of trust and integrity regarding storage…