Supervisor, IT Helpdesk

The role

The Helpdesk Supervisor provides daily oversight of the Helpdesk team to ensure prompt and efficient IT support. They guide staff with technical and procedural questions and review work to ensure accuracy and quality.

What you will do

• Guide Helpdesk staff with procedural, policy, and technical questions
• Ensure SLAs are met and work with the Helpdesk staff to address issues
• Ensure adherence to the Helpdesk staff schedule for direct reports and address issues
• Perform biweekly 1:1s of direct reports
• Conduct weekly regional meeting for Reporting Helpdesk staff
• Mentor and train Helpdesk staff
• Work cross-functionally with other technology teams to ensure safe and proper operations
• Assist with handling of tickets including escalation, fill-in, and surge

Required qualifications

• Ability to work independently
• Proven ability to build processes that improve quality, accountability, and timely closure of helpdesk issues
• Moderate Knowledge (3+ years) of Okta User/Group Administration
• Moderate Knowledge (3+ years) of Google Workspace User/Group Management/Administration
• Moderate Knowledge (3+ years) of Macintosh and Windows Configuration and Administration
• Proficient in Troubleshooting Desktop Hardware
• Proficient with Upgrading and Basic Repair of PC Hardware
• Moderate Knowledge in Networking Technologies
• Moderate Skill in VoIP Softphone Deployment and Troubleshooting
• Strong US English verbal and written communication skills
• High school diploma or better

Nice to have

• multi-lingual

About the company

SpotOn builds restaurant tech including point-of-sale and AI-powered profit tools to help independent restaurants compete. The company has raised $300M in Series F funding.