IT Help Desk Supervisor

About The Job 

Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind: to enhance the eating and drinking experience, nourishing the people and communities we serve. 

The IT Help Desk Supervisor is responsible for overseeing the End User Support operations, ensuring that all technical support requests are addressed efficiently and effectively. The role involves managing a team of help desk technicians, coordinating with other departments, and continuously improving processes to deliver high-quality customer service. This position requires strong leadership skills, technical expertise, and the ability to manage multiple priorities in a fast-paced environment.

What You’ll Do

Team Leadership & Management:

• Supervise and provide guidance to the help desk team, including setting performance goals, conducting regular performance evaluations, and providing training and development opportunities.

• Manage the daily activities of the help desk to ensure SLAs are met and that the team provides timely and effective support.

• Coordinate work schedules, including managing time off requests and ensuring adequate coverage during peak periods.

Technical Support:

• Assist with the resolution of complex technical issues that require escalation beyond the help desk team’s expertise.

• Oversee the accurate logging, tracking, and resolution of all support tickets in the ticketing system.

• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and user manuals.

Customer Service:

• Monitor the quality of customer service provided by the help desk team, ensuring high levels of customer satisfaction.

• Handle escalated customer complaints and work to resolve issues promptly.

• Gather customer feedback and identify areas for service improvement.

Process Improvement:

• Analyze help desk performance metrics and identify trends or areas for improvement.

• Implement best practices and process improvements to enhance the efficiency and effectiveness of the help desk.

• Stay updated on industry trends and new technologies to ensure the help desk remains current and effective.

Collaboration:

• Collaborate with other IT teams and departments to resolve technical issues and improve support processes.

• Work with management to align help desk activities with the organization’s strategic goals.

• Coordinate with vendors and external partners for software/hardware issues that require third-party intervention.

Who You Are

• Ethical Conduct and Integrity: Commitment to conducting operations ethically and in compliance with applicable laws, regulations, and industry standards. Integrity and professionalism in all interactions, with a focus on transparency, honesty, and ethical decision-making.

Skills/Qualifications

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).

• Minimum of 5-7 years of experience in a technical support role, with at least 1-2 years in a supervisory or leadership position.

Skills & Competencies:

• Strong leadership and team management skills, with the ability to motivate and develop staff.

• Excellent problem-solving skills and the ability to handle complex technical issues.

• Proficiency with help desk software and ticketing systems (e.g., ServiceNow, Jira, Zendesk).

• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

• High level of customer service orientation and the ability to manage customer expectations.

Technical Knowledge:

• Broad knowledge of IT systems, software, and hardware.

• Familiarity with network, server, and desktop support.

• Understanding of ITIL practices and principles (certification is a plus).

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.