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Title

Desktop Support Supervisor 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Job Summary:

Daily Time and Attendance (M-F)

• Clock in/out all contractors

• Weekly timesheet submission to Engineering Manager & PM

• Submit OT requests to Engineering Manager & PM

• Safety compliance

Performance

• Track performance

• Escalate tech issues to Engineering as needed

• Escalate HR issues to Engineering manager

• Work with Engineering Manager to replace staff as needed

Scheduling

• Schedule resources for next week's activities

• Assign work

Planning

• Review tasks needed with Engineering and Project Management

• Review hardware staging with Engineering

• Review priority with Engineering and Project Managements

 
Position Requirements

Responsibilities:

1. Participate and assist in driving the knowledge management process.
2. Lead and participate in projects.
3. Develop and demonstrate an understanding of customer and business needs.
4. Resolve escalated customer and vendor issues.
5. Resolve daily issues of a complex scope that impact the team and overall business objectives.
6. Prepare staffing plans.
7. Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
8. Maintain a high level of employee morale within the team.
9. Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
10. Develop and update plans for new product/service releases.
11. Prepare the support team for new product/service releases.
12. Perform director’s responsibilities in his or her absence.
13. Develop and enhance cooperative interdepartmental and vendor relationships and communications.
14. Maintain current knowledge of industry trends and potential impact on the support business.
15. Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads.
16. Practice Total Contact Ownership.
17. Perform interviews for new professionals and provide feedback for promoting professionals.
18. Must have Help Desk professional experience. Must be able to assist with customer inquiries if necessary.
19. Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
20. Participate in the development of a service level agreement and ongoing management of service level compliance.
21. Create and maintain a training program for increased business, customer service and technical knowledge.
22. Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
23. Assist the Help Desk director with the preparation and administration of departmental budget and business plans and metrics.
24. Manage the creation, distribution and analysis of operational, business and financial reporting.
25. Participate in and drive participation of the Help Desk in the organization’s change management process.

 
Location Oakland, CA  
Full-Time/Part-Time -no especificado-  
Shift -not applicable-  
Category Information Technology  
About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $2B+, 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM is more than an IT provider: we are a trusted technology partner for thousands of businesses across the country specializing in cloud, data center, mobility, networking, security, and software solutions.

PCM: The right technology, delivered!

PCM is an Equal Opportunity / Affirmative Action Employer: Minority / Female / Disability / Veteran  
Tags  
Req Number INF-12-00107  
Internal Approved REQ#  

This position is currently not accepting applications.

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