Help Desk Supervisor

Myriad Advisor Solutions, located in Waukee, Iowa, is seeking a client-focused yet team-oriented, technically astute, and engaged Help Desk Supervisor to join our Tech team! This is a hands-on position that will drive technology projects, manage help desk tickets, and promote positive client relations. The Help Desk Supervisor will also focus on leading, coaching, and developing a team of help desk technician on-site.

The ideal candidate will be familiar with interacting directly with customers, providing hands on tech support, and is someone who has a passion for leading a team towards continued growth and success.

A Glimpse of the Position Responsibilities:
Manage the processing of incoming calls to the Help Desk via telephone, e-mail, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
Delegate and manage incoming client helpdesk requests via multiple channels, primarily phone calls; Assist with escalated and/or sensitive client technical support issues in a timely manner
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Oversee the efficiency of all IT personnel and maintain knowledge of all job functions
Perform daily and weekly reviews of team performance related to ticket closure rates and customer satisfaction; communicate results on a regular basis to IT Director; Perform regular quality control reviews on all team deliverables including but not limited to documentation, client communications, system configurations and project outputs
Manage shift scheduling, vacation time and sick time, ensuring adequate support coverage for Myriads’ clients
Encourage and support personal and professional growth of the Tech Support Team; lead by example through display of personal knowledge advancement and skill growth; Identify staff development and training needs; proposes training sessions; aid in the creation and implementation of continuous knowledge sessions

Required Qualifications:
Associates degree preferred; completed college coursework in conjunction with work experience will also be considered
Minimum of two years of supervisory or management experience; Two years of hands on tech support experience required
Advanced knowledge of Microsoft Windows (7 and 10), Microsoft Office, and a willingness to learn new operating systems
First-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients

Desired Traits:
Excellent oral, written and interpersonal communication skills; strong professional phone etiquette
Excellent planning and organizational skills, ability to adequately handle multiple projects/requests in parallel, effective follow-up, deadline focused
Detail oriented and demonstrates a commitment to accuracy by delivering high quality work consistently
Ability to listen, quickly discern key information from a given situation, evaluate options and quickly provide pragmatic, practical, and simple/cost-effective solutions
Ability to utilize problem-solving skills, creativity, and critical thinking

Benefit Highlights:
Competitive Compensation
Leading benefits package to include Medical, Dental, Group Term Life, Voluntary Vision, STD, LTD, and Term Life
Paid Vacation and Sick Time
Paid Holidays
Employee Assistance Program
Casual Dress Code