17 days old

Helpdesk Supervisor

Kelly Services
Midland, MI 48670
**Helpdesk Supervisor**

**Location:** Midland, MI 48640, USA (Hybrid/2 days remote, 3 days on-site)

**Duration** : Full Time/Direct Hire

Kelly Technology is currently recruiting for a Helpdesk Supervisor to work in a hybrid role with our client in Midland, MI. The ideal candidate will have background performing tier 2 and 3 support for helpdesk escalations. This role is a supervisory position and will be responsible for coaching tier 1 helpdesk staff, reporting on SLAs to leadership and performing root cause investigations.

**Essential Duties**

Optimize Service Desk processes and end user experience.

Manage and assist with helpdesk tickets from other locations.

Assists with the implementation of new applications and changes to existing computer systems and software packages.

Identify emerging IT needs, trends and leads root cause investigation into larger issues.

Inventories and maintains knowledge of all current equipment.

This position will be instrumental in making sure day-to-day IT end user operations run smooth.

**Duties and Responsibilities**

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.

Create process flows to better define, measure, improve, analyze, and control end user experience.

Monitor trending business volumes, to determine optimal staffing levels.

Establish SLAs for tickets and escalation channels.

Manually assist the team with physically moving laptop and desktop computers and any other manual tasks.

Collaborate on initiatives across business groups to promote first contact resolution. Be the first point of contact for escalation.

Ensures a technician is available at all times during business hours.

Implement process improvement strategies to enhance departmental efficiency and effectiveness.

Collaborate with departments to monitor and improve escalation management.

Be involved in planning, executing and maintaining special software such as MDM, Anti-virus, authentication, and end user applications, etc.

Point of contact for printer deployment and administration.

Review time clocks and complete year-end reviews of helpdesk specialist staff and User Access. Sets schedule for Level 1 staff and User Access. Lead and coach employees to ensure that they are meeting expectations and striving to exceed expectations by seeking improvement through action plans. Make recommendations for training/disciplinary action if necessary.

Maintain security of all systems.

Attend educational functions as required.

**Education and Experience**

Bachelors degree preferred preferably in Computer Science, Computer Security or related.

3+ year of IT Specialist experience in a lead role is preferred.

Experience developing, documenting, and maintaining procedures and SLAs.

Knowledge of operating systems and basic applications, as well as a working knowledge of basic network protocols and tools.

Understanding of IT operations and security (social engineering, hashing/encryption, viruses, spyware, etc.).

Must be able to operate a variety of computer hardware and software packages, along with other office equipment.

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-09-06 Expires: 2021-10-07

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Helpdesk Supervisor

Kelly Services
Midland, MI 48670

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