Supervisor - Technology Operations
Supervisor - Technology Operations
Posted on :
01-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
01-08-2025
Job Description
The Supervisor Technology Operations is responsible for overseeing the IT helpdesk team and ensuring the delivery of high-quality technical support services to users. This role involves managing helpdesk operations leading a team of helpdesk technicians participating in and overseeing 24x7 on-call helpdesk operations and continuously improving support processes and systems. The Helpdesk Manager plays a key role in maintaining user satisfaction and ensuring the efficient operation of the organizations IT support functions.
What you will be doing:
Team Leadership and Supervision:
Founded in 1935 Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today the organization generates $1 billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque Iowa. Hirschbach strives to provide the highest level of service in the industry offering a breadth of services including Dedicated Over the Road Expedited Entertainment and Logistics Solutions.
With a tenured history and vision for the future our company culture drives us to be the best in the business grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent capable and passionate for serving results to our customers.
What you will be doing:
Team Leadership and Supervision:
- Supervise and lead a team of helpdesk specialists.
- Recruit train and mentor helpdesk staff.
- Conduct performance evaluations and provide feedback to team members.
- Manage schedules and on-call rotation ensuring adequate coverage is available for support services to users.
- Oversee daily helpdesk operations and ensure timely resolution of user issues.
- Manage the helpdesk ticketing system including ticket assignment and prioritization.
- Participate in and oversee 24x7 on-call helpdesk operations.
- Monitor and analyze helpdesk performance metrics and generate reports.
- Oversee asset management and purchasing of computers accessories and peripherals.
- Ensure a high level of customer service and support is provided to users.
- Handle escalated issues and complaints from users.
- Manage on-call schedules
- Develop and implement strategies to improve user satisfaction.
- Identify and implement improvements to helpdesk processes and workflows.
- Develop and maintain helpdesk documentation including standard operating procedures and user guides.
- Stay updated on industry best practices and incorporate them into helpdesk operations.
- Identify reoccurring issues that could be automated or fixed at the source of the problem to reduce the number of incidents hitting the helpdesk que.
- Provide technical support and guidance to helpdesk technicians.
- Assist with complex technical issues and escalate to higher-level support when necessary.
- Ensure helpdesk staff are equipped with the necessary tools and knowledge to perform their duties effectively.
- Work closely with other IT teams to coordinate support efforts and share knowledge.
- Communicate effectively with non-technical staff to understand and address their support needs.
- Participate in IT projects and contribute to the overall IT strategy
- Maintain documentation and knowledge base for common issues and SOPs.
- Develop and deliver training programs for helpdesk staff and end-users.
- Ensure helpdesk technicians stay current with new technologies and support practices.
- Foster a culture of continuous learning and improvement within the help desk team.
- Proficiency in troubleshooting hardware software and network issues.
- Experience with helpdesk ticketing systems and remote support tools.
- Familiarity with operating systems (Windows MacOS) and common office software.
- Strong leadership and team supervision abilities
- Excellent organizational and time-management skills.
- Ability to motivate and develop team members.
- Strong communication skills with ability to explain technical concepts to non-technical users.
- Excellent problem-solving skills and attention to detail.
- Ability to remain patient and calm under pressure.
Founded in 1935 Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today the organization generates $1 billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque Iowa. Hirschbach strives to provide the highest level of service in the industry offering a breadth of services including Dedicated Over the Road Expedited Entertainment and Logistics Solutions.
With a tenured history and vision for the future our company culture drives us to be the best in the business grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent capable and passionate for serving results to our customers.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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