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IT Helpdesk Supervisor
| Company | Mitsubishi |
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| Location | Franklin, TN, USA |
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| Salary | $70000 – $80000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 3+ years experience in a Help Desk environment providing PC hotline and end-user computing support and 1+ experience managing IT projects.
- Experience in mentoring team members in technical training and processes.
- Prior experience with ticket system administration (ServiceNow, Remedy, Numara, etc.)
- Experience with Helpdesk ticket SLAs
- Experience with AV and web conferencing support.
- Experience with Windows 11 operating system.
- Experience with Microsoft O365 suite, InTune and TEAMs.
- Experience with Call Center and Customer Relationship Management procedures.
- Experience with Inventory and asset tracking
- Prior experience with Network/Systems/Email Administration.
Responsibilities
- Supervise and mentor desktop specialists who provide rapid response to hardware, software, and peripheral issues across corporate offices and remote dealer locations throughout North America
- Manage day-to-day desktop computing operations, ensure SLA compliance for internal users and dealer network, and oversee help desk management systems with priority-based ticket tracking
- Supervise technicians and vendors during enterprise-wide PC hardware implementations, coordinate lease expiration replacements, and manage system imaging and documentation procedures
- Lead new employee and dealer setup processes including PC configuration, workstation equipment provisioning, and secure network access establishment for business systems
- Process client service requests including software installations, security access modifications for fileshares/SharePoint sites, and business application permissions
- Isolate recurring technical issues, coordinate troubleshooting efforts until permanent solutions are implemented, and collaborate with other IT departments on cross-functional projects
- Consult with end-users to determine optimal hardware and software configurations, ensuring technology solutions align with business needs and user productivity goal
- Prepare comprehensive daily, weekly, and monthly performance reports with statistical analysis and graphical reporting to support departmental decision-making and continuous improvement.
Preferred Qualifications
No preferred qualifications provided.
