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Supervisor, TSC Helpdesk Management
Ref No.: 18-08250
Location: Southfield, Michigan
Princeton Information is seeking a Supervisor of Technical Support Center Help Desk for a Perm opportunity for a top financial organization. We are searching for a professional dedicated to making a difference in technical support and customer service – someone who wants to be part of a firm-wide culture of delivering the highest level of service with integrity. You will lead a helpdesk team in providing excellent service and resolving all technical issues, using your innate understanding of what motivates technicians to achieve productivity and quality goals.

Essential Duties and Responsibilities:
  • Manages the daily operations of the firm's help desk and support services while ensuring key performance indicators are achieved.
  • Collaborates with peer Supervisors across multiple sites to ensure consistency of service.
  • Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement.
  • Manages performance to ensure that associates are meeting productivity and quality goals and metrics.
  • Resolves business process and system issues and defines and/or updates procedures appropriately.
  • Handle escalated issues.
  • Evaluates and manages technical support systems, hardware and software and makes recommendations for improvement.
  • Communicates frequently with end users, Support Center peers, 2nd level support groups and managers; client interaction is key to managing expectations, assessing needs, and customizing services.
  • Works closely with development and operations teams to facilitate issue resolution; works on performance problems, upgrades, design reviews, and application setup/implementations.
  • May participate in or lead projects.
  • Supervise the support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  • Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in support center issues.
  • Analyzing and identifying trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new/updated procedures.
  • On call rotation for off hours escalations.
  • This role-plays a key part in managing any incidents that occur. Required to attend incident management meetings, post/send communications regarding incidents, and communicate any status to stakeholders.