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HomeCaliforniaIT Helpdesk Supervisor
Elite Innovative Solutions Inc.

Elite Innovative Solutions Inc.

Irvine, CA

IT Helpdesk Supervisor

Irvine, California Jobs

92618 Jobs

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We have urgent/ Immediate opportunities for IT Helpdesk Supervisor in Irvine, CA (Onsite)


Role: IT Helpdesk Supervisor

Location: Irvine, CA (Onsite)

Duration: 12 months


The IT Helpdesk Supervisor is responsible for supervising all IT Helpdesk activities and ensuring that performance goals and objectives are met or exceeded.


  Provide guidance, context, and supervisory oversight for all IT Helpdesk activities

  Mentor staff to ensure consistency and professionalism within the IT Helpdesk with emphasis on motivation, quality and delivery of excellent service

  Continually assess and identify areas for improving department morale

  Prepare and conduct annual performance reviews

  Administer written or verbal progressive discipline with a positive outcome

  Manage IT Helpdesk performance and make adjustments when appropriate to meet/exceed performance expectations

  Handle escalated inquiries within 24 hours with documentation of all interactions for historical purposes

  Coordinate with other IT departments for timely resolution of escalated cases

  Provide technical assistance and support to IT Helpdesk staff for incoming issues and inquiries related to computer systems, software, proprietary systems, and endpoint hardware

  Receive and respond to escalations either in person, phone, virtual meeting, or email

  Write training documents for internal IT staff and also end users

  Train new and existing IT Helpdesk staff

  24/7 On Call Support, if needed

  Develop department policies and procedures for all processes

  Participate in meetings when appropriate and document/communicate decisions and outcomes

  Identify staff training needs and opportunities and coordinate individual and departmental training

  Develop department policies and procedures for all processes

  Assist with calls and Helpdesk as needed

  Ability to lift 50 lbs.

  Other duties as assigned

  Follow safety guidelines outlined by LIBERTY Dental Plans Illness and Injury Prevention Program (IIPP)


Education and/or Experience:

  BA/BS degree or equivalent work experience

  Minimum 2 years IT Helpdesk supervisory experience preferred

  Minimum 4 years customer service experience required

  1 to 3 years IT Helpdesk experience working in a corporate environment

Specific Skills/Knowledge:

  Strong leadership ability

  Advanced skills in administering, managing, and configuring SolarWinds Web Helpdesk

  Expert computer skills including Microsoft Office Suite

  Advanced knowledge of Microsoft Excel to perform statistical analysis

  Ability to establish, maintain, and provide reporting for asset management

  Ability to identify, interview, and select job applicants for department positions

  Ability to foster a team environment and motivate staff to achieve success

  Demonstrated ability to make sound decisions

  Capable of motivating staff to maximize performance and enhance work environment

  Ability to analyze and report on Helpdesk ticketing and call center metrics

  Ability to work independently or as part of a team

  Capable of meeting deadlines and adjusting priorities

  Project management skills

  Crisis management skills

Environment and/or Physical Factors:

Work is generally performed within an office environment, with standard office equipment available. Sedentary work involves extensive sitting, typing, close range vision most of the time.


Please send your updated resume ASAP



Best Regards, 

Azeem Uddin

Lead Senior IT Recruiter

Elite Innovative Solutions Inc. 

Direct: (M)


A Software Development & Recruitment / MBE & HUB Certified / E-Verify Program Participant Company

Job ID: 1162030050822305149