JOB SUMMARY
The IT Support Desk Supervisor leads and manages the helpdesk team to ensure timely and effective resolution of technical issues. They design and implement support processes and policies that enhance service delivery and align with organizational goals. By leveraging KPIs and performance metrics, the supervisor identifies continuous improvement opportunities to optimize team efficiency and customer satisfaction.
*This is an ONSITE position based in Latham, NY*
JOB RESPONSIBILITIES
- Supervise the support desk team, providing direction, mentorship, and performance management.
- Manage daily operations of the IT support desk, including ticket assignment, escalation, prioritization, and resolution.
- Coordinate scheduling to ensure appropriate staffing and service coverage.
- Implement and maintain support desk processes in accordance with company IT standards and best practices.
- Collaborate with other IT teams to ensure timely and effective resolution of incidents and requests.
- Actively monitor service metrics and key performance indicators (KPIs) to ensure service quality and identify improvement opportunities.
- Foster continuous improvement through training, knowledge-sharing, and procedural enhancements.
- Communicate proactively with stakeholders regarding the status of support requests and service improvements.
- Ensure compliance with IT security policies and procedures.
CORE SKILLS/COMPETENCY REQUIREMENTS
- Excellent communication, interpersonal, and organizational skills.
- Strong leadership capabilities, with the ability to motivate and manage teams effectively.
- Ability to analyze support metrics and implement process improvements.
- Proactive problem-solving and decision-making skills.
- Ability to manage multiple priorities and handle stressful situations professionally.
- Commitment to providing high-quality customer service.
- Strong understanding of IT support processes and incident management.
- Experience with IT Service Management (ITSM) tools, preferably ServiceNow, Jira Service Management, or similar.
- Familiarity with ITIL frameworks and practices (ITIL certification preferred).
- Experience working within hybrid environments utilizing Active Directory and Entra ID.
- Proficiency in Microsoft Office 365 suite and related cloud-based services
Protective Industrial Products (PIP) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PIP makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, you may request access to our EEO policy.