IT Helpdesk Supervisor

Job Title: IT Helpdesk Supervisor

JOB SUMMARY:

The Helpdesk Supervisor will be responsible for leading our technical support team in Denison to provide excellent customer service and resolve all technical issues to Ruiz end-users.  This position should have a solid technical background combined with customer service and supervision experience. A problem-solving attitude with an ability to motivate the helpdesk team to achieve a specific goals or challenge.

DUTIES / RESPONSIBILITIES:

  • Supervise the technical workload for the helpdesk team and evaluate performance
  • Ensure customer service is timely and accurate daily
  • Responsible for assuring users are provided efficient and timely first and second level support on a 7×24 basis
  • Performs staff scheduling to ensure IT technical support coverage during normal business and during special projects
  • Monitor, supervise and perform staff evaluations, promotions, hiring and disciplinary actions for Denison
  • Monitor and follows up with assigned personnel to ensure timely resolution of problems
  • Maintain a central source of technical support throughout the ticketing system process
  • Make sure Technicians recover outages with minimal disruption to expected service levels
  • Develop problem escalation procedures to coordinate recovery
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly KPI metrics on helpdesk team productivity

SKILLS / REQUIREMENTS:

  • Knowledge of supporting Desktop, Wide Area Network, and Local Area Network equipment
  • Work experience on supervising Helpdesk Team
  • Experience with help desk and remote-control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions
  • Knowledge of Windows Server, Azure AD, VMware VDI, Windows 10, SSCM, and Security Endpoint protection
  • Deal with people beyond giving and receiving instructions maintaining effective working relationship
  • Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form
  • Provide and maintain customer-service while trouble shooting and problem-solving
  • Manage multiple high priority initiatives in a fast paced, highly technical environment
  • Flexible in schedule for managing across time zones
  • Ticketing System Support
  • Handles / performs functional and hierarchal escalations. Responds to inquiries in person, over the phone, or via email with customers in completing incidents or service requests

Minimum Qualifications:

  • BS degree in related field of study
  • Requires five or more years of related technical and managerial experience in a helpdesk environment
  • Excellent written and verbal communications skills

TRAVEL REQUIREMENTS:

Travel up to 25% percent of the time; per business needs

SALARY: DEPENDING ON EXPERIENCE (EXEMPT)

 

How To Apply

Send Resume To:
Human Resources
2410 Texoma Drive
Denison, TX 75020
Fax to (903) 464-0629
Apply in person or e-mail resume as a word attachment to: denisonjobs@ruizfoods.com

Ruiz Foods is an equal opportunity employer.
EOE: Male, Female, Vets, Disabled (M/F/V/D).
Ruiz Foods enforces a policy of maintaining a drug-free workforce, including pre-employment substance abuse testing.

El Monterey®, Tornados®, and Ruiz 4 Kids® are trademarks owned by Ruiz Food Products, Inc., registered in the United States and other countries. Artisan Bistro®, Three Bold Brothers™, and Not Your Nonna's™ are trademarks owned by Ruiz Brands LLC, registered in the United States and other countries, and licensed for use by Ruiz Food Products, Inc.
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