SUMMARY The Help Desk Supervisor is responsible for providing onsite oversight and leadership of the helpdesk call center. ESSENTIAL DUTIES AND RESPONSIBILITIES Responsibilities include: - Management of staff, schedules and workload - Setting priorities - Resolving conflict - Serving as subject matter expert for the helpdesk at Help Desk Call Center Facilities on a day to day basis - Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics - Monitoring and analyzing results, and implementing changes - Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations - Coaches and trains staff in established quality processes, procedures, and expected project deliverables - Participate in Information Technology Service Management (ITSM) development teams to enhance the use and reporting of the ITSM system - Other duties may be assigned Responsible for aiding in own self-development by being available and receptive to all training made available by the company. Plans daily activities within the guidelines of company policy, job description and supervisor‘s instruction in such a way as to maximize personal output. Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.EDUCATION & EXPERIENCE: Requires bachelor‘s degree or equivalent, and seven to nine years of related experience. Bachelor degree in Business or an IT related field plus 3 years' IT Call Center experience and at least 2 year as manager or task lead of an IT Call Center with more than 15 agents. HDI certified or can achieve HDI certification in 12 months. Supervisory/Management skills- 2 years; Customer Service skills, Incident Management, Service Desk, Knowledge Management, and BMC Remedy Experience. MATHMETICAL SKILLS Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations and present concepts and perform analysis in industry standard spreadsheet and/or database applications. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. CERTIFICATES, LICENSES, REGRISTRATION HDI certified or can achieve HDI certification in 12 months. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.