Supervisor - Technology Operations

Job Overview

The Supervisor – Technology Operations is responsible for overseeing the IT helpdesk team and ensuring the delivery of high-quality technical support services to users. This role involves managing helpdesk operations, leading a team of helpdesk technicians, participating in and overseeing 24x7 on-call helpdesk operations, and continuously improving support processes and systems. The Helpdesk Manager plays a key role in maintaining user satisfaction and ensuring the efficient operation of the organization's IT support functions.

What you will be doing: 

Team Leadership and Supervision: 

• Supervise and lead a team of helpdesk specialists. 
• Recruit, train, and mentor helpdesk staff. 
• Conduct performance evaluations and provide feedback to team members. 
• Manage schedules and on-call rotation ensuring adequate coverage is available for support services to users. 

Helpdesk Operations:

• Oversee daily helpdesk operations and ensure timely resolution of user issues. 
• Manage the helpdesk ticketing system, including ticket assignment and prioritization.
• Participate in and oversee 24x7 on-call helpdesk operations. 
• Monitor and analyze helpdesk performance metrics and generate reports. 
• Oversee asset management and purchasing of computers, accessories and peripherals. 

Customer Service and Support:

• Ensure a high level of customer service and support is provided to users. 
• Handle escalated issues and complaints from users.
• Manage on-call schedules
• Develop and implement strategies to improve user satisfaction.

Process Improvement: 

• Identify and implement improvements to helpdesk processes and workflows. 
• Develop and maintain helpdesk documentation, including standard operating procedures and user guides. 
• Stay updated on industry best practices and incorporate them into helpdesk operations.
• Identify reoccurring issues that could be automated or fixed at the source of the problem to reduce the number of incidents hitting the helpdesk que. 

Technical Support and Troubleshooting:

• Provide technical support and guidance to helpdesk technicians. 
• Assist with complex technical issues and escalate to higher-level support when necessary. 
• Ensure helpdesk staff are equipped with the necessary tools and knowledge to perform their duties effectively. 

Collaboration and Communication: 

• Work closely with other IT teams to coordinate support efforts and share knowledge. 
• Communicate effectively with non-technical staff to understand and address their support needs. 
• Participate in IT projects and contribute to the overall IT strategy
• Maintain documentation and knowledge base for common issues and SOPs. 

Training and Development:

• Develop and deliver training programs for helpdesk staff and end-users. 
• Ensure helpdesk technicians stay current with new technologies and support practices. 
• Foster a culture of continuous learning and improvement within the help desk team. 

Talent Requirements

• Proficiency in troubleshooting hardware, software, and network issues. 
• Experience with helpdesk ticketing systems and remote support tools. 
• Familiarity with operating systems (Windows, MacOS) and common office software.
• Strong leadership and team supervision abilities 
• Excellent organizational and time-management skills.
• Ability to motivate and develop team members. 
• Strong communication skills with ability to explain technical concepts to non-technical users. 
• Excellent problem-solving skills and attention to detail.
• Ability to remain patient and calm under pressure. 

Company Overview
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.

With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.