91黑料爆料

Job Overview

The ATLAS Expert Desk Supervisor鈥檚 role is to oversee the Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Expert Desk Supervisor will also contribute to problem resolution by providing the leadership team with trends to escalate to聽partner teams.聽

• This is a 6 month seasonal role.聽
• Closing Shift Needed.聽
• Expected to be in office 3 days a week.

Responsibilities

Strategy & Planning

• Establish and enforce Help Desk service level agreements in consultation with聽end users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions,聽identify problem areas, devise, and deliver solutions to enhance the quality of聽service and prevent future problems.
• Assist in hiring, training, and preparing Help Desk technicians to respond to聽customer questions and complaints and troubleshoot problems with services聽or products.

Operational Management

• Manage the processing of incoming contacts to the Help Desk to ensure聽courteous, timely, and effective resolution of end user issues.
• Enforce request handling and escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Prepare reports and analyze data to assist management as they determine聽goals.
• Assess the need for any system reconfigurations (minor or significant) based on聽request trends and make recommendations.
• Oversee the development, implementation, and administration of Help Desk聽staff training procedures and policies.
• Perform quality analysis of technician's contacts and ticket documentation聽weekly to ensure compliance and provide feedback to technicians as needed.

Qualifications

Knowledge & Experience

• Able to close November - December 9am PST - 6pm PST and January- April聽1:00pm PST- 9:00pm PST
• Weekends needed- December- April will work Sunday- Thursday. Off Fridays聽and Saturdays
• Expected to be in office 3 full days November - December.
• Expected to be in office 3 half days (4 hours minimal) January-April.
• Has demonstrated progressive experience in the supervision of a technical聽support team.
• Proven track record of developing and providing Service Level Agreements聽and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization鈥檚 goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end聽users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure聽environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Formal Education

• 3 years of experience in related field

91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽