IT Helpdesk Supervisor

Ichor’s IT infrastructure and operations team is seeking an exceptional candidate to manage its end-user computing services. The ideal candidate must be a seasoned professional with extensive experience in providing support to approximately 2000 employees globally. Strong customer service skills, a positive attitude towards assisting end users, and the ability to collaborate with cross-functional business and IT teams are essential. This position reports directly to the Senior IT Support Manager.

Summary of Key Responsibilities:

• Supervise a team of approximately 2-3 IT helpdesk staff and outsourced helpdesk services.
• Oversee and manage the helpdesk system (SMAX), including the ticketing process, resolution, and communication.
• Understand and initiate troubleshooting processes for End User Computing technologies, including PC hardware, virtualization, MS Office applications, security tools, and application performance on these devices. Maintain focus on incident prevention and service restoration.
• Ensure service level agreements are met, including initial response, resolution, and communications. Escalate critical issues to appropriate levels.
• Collaborate with the entire IT Infrastructure team in executing IT projects.
• Manage employee onboarding and offboarding, IT asset inventory, and compliance procedures for IT.
• Create process flows and documentation for internal IT workflows and user knowledge base.
• Provide support and training for the consistent and best practice usage of ITIL disciplines in support of end-user computing capabilities.
• Participate in the evaluation, planning, and deployment of enterprise tools such as Office 365, RMM tools, and endpoint security.
• Coach, mentor, and develop team members.

• A minimum of 7 years of relevant work experience as an IT Helpdesk Manager or Supervisor.
• Demonstrated people management skills, strong interpersonal abilities, and effective communication skills with meticulous attention to detail.
• Technical expertise in Microsoft platforms, helpdesk tools (preferably SMAX), RMM tools, and endpoint security tools such as CrowdStrike and Mimecast.
• Preferred experience with ITIL.

Behavioral Skills and Competencies Required:

• Leadership, accountability, and ownership are crucial to this position's success.
• Effective written and oral communication skills.
• Ability to present a professional image to management, staff, vendors, co-workers, and external contacts.
• Team player capable of working with cross-functional teams and interested in third-party system technologies.
• Ability to support both internal and external customers and explain technical issues to non-technical users.
• Self-Starter with motivation and quick learning ability.
• Strong organizational skills.