Description
TaskUs is seeking an IT Supervisor (Helpdesk) to oversee the activities and performance of IT Support/Helpdesk personnel and ensure exemplary customer service to all internal customers.
As an IT Supervisor (Helpdesk), you will:
- Develop and manage effective working relationships with other departments, groups, and personnel
- Provide direction, supervision, and leadership to members of the Desktop Support/IT Support Team
- Assign and prioritize work, set expectations, promote goals and priorities, and performance management
- Conduct periodic performance reviews of IT Support Specialists
- Oversee desktop support operations and ensure excellent customer service to all internal or external customers
- Provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and on new technology
- Analyze desktop-related issues, determine problems, implement solutions, resolve or forward work orders to appropriate personnel within the IT team
- Coordinate with product development, R&D, and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
Requirements:
- 2-3 years IT support experience in Supervisory capacity and 7+ years of IT Support experience
- MCDST Certification is a plus
- Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair
- Knowledge of I.T. requirements/demands in call center Operations and organization, particularly in the area of Operations support
- Skilled technical writer able to document problems and solutions for customers and other technical support personnel
- Strong time and project management skills
- Excellent oral and written communication skills. Fluency in the English language
- Adaptive to changing work schedules and working hours
- Excellent problem determination technique
- Excellent customer orientation
- Well-organized and good follow-through on commitments to customers
- Strong problem-solving, decision-making, and analytical skills
Education/Certifications:
- Bachelor’s degree in a technical field (e.g., Computer Science, Information Technology) or equivalent professional experience