We are seeking a Help Desk Supervisor to join the Fagron North America IT team. This role will have responsibility for and oversight of Help Desk related activities throughout all Fagron North America sites.
- Manage and monitor the day to day operations of the Help Desk to ensure high levels of service throughout the organization
- Monitor and check open tickets to prioritize activities and resources
- Perform service desk activities and ticket resolution to support the needs of the business
- Create and optimize processes and procedures to maximize efficiency
- Monitor and report on Key Performance Indicators to management
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You possess the following qualifications, background and abilities:
- Minimum of 5 years of experience supporting users remotely in an enterprise-level Help Desk environment
- Minimum of 3 years of experience in a help desk management or similar role required
- Experience analyzing KPI metrics and developing corrective actions
- Experience with enterprise-level ITSM software (TOPDesk preferred)
- Technical background with hands-on deskside support experience
- Customer service minded with a motivation to drive service excellence
Fagron offers exciting opportunities for personal and professional growth. We provide an open and truly dynamic environment which supports and encourages you to develop your skills and talents.