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Risk Strategies Company IT Help Desk Supervisor in Chicago, Illinois

The IT Help Desk Supervisor remotely oversees the daily activities of the technical support team to ensure compliance with the established KPIs while simultaneously providing Best in Class IT support. Drives team performance through individual coaching as well as continuous team-wide improvement activities and goal setting that are in line with the IT team vision. The ideal candidate will be able to guide and train employees while fostering team collaboration. He/She will be well-versed in the ITIL processes and be results-driven and focused.

Primary Responsibilities and Duties:

  • Escalation POC for service or project issues and coordinates support efforts to ensure proper service levels and objectives are met.

  • Utilizes standardized department tools to monitor staff performance against established team KPIs.

  • Monitors and ensures that all support issues and requests are logged accurately and consistently. Using departmental support tools and processes, ensures that the team is meeting or surpassing all service level agreements.

  • Reviews customer service survey feedback to improve services, tools and support experience. Reports results to management and provides individual/team coaching accordingly.

  • Monitors the service desk system processes and workflows to capture trends on service operational quality, consistency and efficiency. Makes recommendations accordingly.

  • Performs vendor oversight as needed. Remotely manages 3rd party resources as needed and oversees ongoing support projects.

Requirements

  • 3+ years of remote team supervisory experience in a Help Desk environment supporting remote access software and computer hardware/software systems.

  • Windows 7 and Windows 10 OS support.

  • Hands-on SSO, MFA, 365/Microsoft 365.

  • Well-versed in the ITIL processes, results driven and focused.

  • PC/laptop hardware and peripheral support. Includes an understanding of hardware configurations and capabilities.

  • VDI and VPN end-user support. PC imaging via SCCM.

  • Basic support of VoIP phone systems, LAN/WAN systems, MFA and SSO.

  • Leading virtual teams through stellar written, verbal and critical thinking skills.

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