We are current seeking a talented Help Desk Supervisor to join our Information Technology (IT) team!

The Help Desk Supervisor is responsible for leading and overseeing the daily operations of the help desk team, ensuring prompt, effective, and exceptional customer service to both internal team members and (on occasion) external clients. This individual will provide elevated troubleshooting and maintenance support. This individual will interact with team members from all departments and levels within the organization under the supervision of our CIO.

We want to help you build a career fit for your life.

If you are looking for a unique opportunity to continue advancing professionally, bring a fresh perspective, and ensure a balance between personal and professional ambitions, Boulay may be the right fit for you.

Responsibilities:

Leadership Responsibilities:

Lead, coach, and support the help desk team (asset coordinators and help desk specialists) to deliver prompt, effective, and exceptional customer service to internal and external clients
Oversee daily operations, including scheduling, task delegation, and coverage planning
Track and report key performance metrics, such as ticket resolution times and customer satisfaction, to IT leadership
Analyze incident trends and proactively address recurring or potential issues
Evaluate and improve help desk processes, documentation, and service standards
Mentor and coach less experienced staff, helping prioritize workloads and providing timely feedback
Lead staff development through training and performance evaluations
Promote team building, cross-departmental communication, and effective working.

Help Desk Administration:

Improve documented process and ensure consistent implementation for:
- Help Desk Knowledge Base
- New employee onboarding
- New employee orientation/training
- Laptop rollout process
- Other IT related processes
Collaborate with other departments to improve new hire orientation and training. Identify training needs, create materials, and lead sessions to ensure employees are equipped with the necessary IT skills
Provide exceptional customer service to all firm resources and clients needing technical assistance
Monitor escalated help desk inquiries (tickets, calls, chats, emails), ensuring timely response and resolution
Work with the IT department to install, test, troubleshoot, and provide general repair and maintenance support for all desktop and laptop computers and peripheral equipment (printers, scanners, video conferencing, etc.) in a networked and stand-alone environment
Assist with ad-hoc IT projects

Requirements

Associates Degree in a technology-related field
5+ years of related experience and/or training; or equivalent combination of education and experience in help desk and/or troubleshooting
2+ years of related experience and/or training; or equivalent combination of education and experience in leading team member
PC/Network troubleshooting skills
In depth knowledge of Windows and Microsoft office
Able to provide knowledgeable phone and desk side first line support
Able to learn and troubleshoot common problems with proprietary software
Excellent customer service skills and mentality
Commitment to dependability, reliability, and timeliness

Benefits

Boulay Offers:

Boulay Buddy Program
Primary Advisor
Paid Holidays, PTO & Personal time
Mentorship Programs
Training & Development Programs
Open Doors at All Levels
Extensive Benefit Offerings
Employee Appreciation Activities

Boulay is committed to attracting and developing highly talented professionals while providing a premier and inclusive candidate experience. Our Talent Acquisition Team strives to source and recruit diverse talent with an entrepreneurial mindset who will help contribute to the Firm's continued success. If you require any accommodation for an interview, please contact Maria Ploen at mploen@boulaygroup.com

The annual salary range for this position is: $80,000-$120,000. The targeted salary range is $85,000-$90,000. This targeted salary range reflects anticipated responsibilities and qualifications of a successful candidate for this role. Final compensation may vary depending on an individual's experience, knowledge, and skills. Individuals may be eligible for additional compensation in the form of incentives, commissions, profit sharing, and more, depending on the role. Boulay offers a wide range of benefits such as medical, dental, vision, 401k, flexible schedules, hybrid (or remote, as applicable) work environment, paid time away, and more.

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Help Desk Supervisor