SUPERVISOR, INFORMATION TECHNOLOGY

Company: Qualfon Corporation
Location: Washington
Posted on: February 2, 2025

Job Description:

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• Supervision of International Helpdesk Staff- Ensure staff are equipped and knowledgeable in processing tickets and executing escalation procedures.- Orient, communicate, and train all International IT Helpdesk staff on their duties and responsibilities.- Conduct periodic simulations to ensure team response on major issues.- Disseminate work instructions.- Provide support on high-level IT concerns.- Submit reports to IT Manager.
• Monitoring of the Ticketing System- Provide proactive updates and monitoring of the ticketing system.- Ensure that the team follows IT escalation procedures diligently.- Review summary of open tickets daily and provide instructions to the team.- Ensure all tickets are processed as quickly as possible.
• Attendance and Leave Monitoring- Monitor daily attendance and submit bi-monthly reports to HR and IT Managers.- Balance team schedule to provide maximum support to clients.- Provide sanctions or suspensions if necessary to maintain order within the team.- Review validity of leaves and ensure team productivity.
• Employee Evaluations- Conduct monthly evaluations of Helpdesk employees.- Provide constructive feedback to subordinates to help them improve.- Submit evaluation rates to Sr. IT Manager for re-evaluation.
• Initial Interviews for Hiring- Conduct preliminary interviews for applicants to determine fit.- Endorse qualified applicants to IT Manager for final interview.Area of Expertise (Skills)College graduate of IT-related courses or equivalent.2 to 4 years of work experience in applied IT or related fields.Other Skills and Experiences (Min)Prior experience supporting software (Microsoft) and hardware, including desktops and laptops.
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Keywords: Qualfon Corporation, Towson , SUPERVISOR, INFORMATION TECHNOLOGY, IT / Software / Systems , Washington, Maryland