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Supervisor, Help Desk

​Job Summary:

This hands-on supervisory role is responsible for providing leadership to the IT Help Desk team and to ensure quality customer service, availability and timely delivery of IT Services to end users. The supervisor will also provide coaching, managerial, technical and process related support to members of the IT Help Desk team.

Essential Functions:

  • Plans, coordinates and supervises the daily operations and workload for IT Help Desk team, ensuring adherence to departmental policy and procedures and provides metrics on IT Help Desk activities, performance and operational issues.
  • Responsible for the management of all tier I customer relations and provide effective issue resolution.
  • Responsible for the ongoing management of IT processes and procedures to drive service level improvements.
  • Responsible for managing and setting SLAs and internal customer exceptions.
  • Monitor issue trends and anticipate potential problems for proactive resolution management.
  • Act as an escalation point for IT Help Desk team as well as internal customers.
  • Set goals and objectives for IT Help Desk team.
  • Assists in daily operation of the Help Desk, which includes, but is not limited to: resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software.

Qualifications and Requirements (Education, Experience, Specific Skills):

  • At least 2 years of supervisory experience.
  • Demonstrates sound judgement, problem solving, decision making, organizational and analytical skills.
  • Process oriented with strong communication and organizational skills.
  • Self-motivated and customer service focused.
  • Strong interpersonal communication skills with a positive and enthusiastic attitude.
  • Ability to collaborate and communicate with all levels of the organization, from peers to management and executives.
  • Ability to multi-task and manage competing priorities in a fast pace environment.
  • Adept in troubleshooting basic IT issues.
  • Experience with Windows 8 and 10 and MS Office.
  • Experience with Microsoft cloud based services.
  • Experience with iPhones and other mobile devices.
  • Experience with Windows Server technologies.
  • Experience with CRM and ERP systems, preferably, MS Dynamics applications.
  • Experience with Cisco IP telephony and voice/video conferencing applications.
  • Participate in the on-call rotation.

Other:

  • See benefits at NanoString
  • NanoString is an EOE
  • NanoString participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.
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