Helpdesk Tier 1 Supervisor

Job Description

Job DescriptionCorporate Technologies is a leading provider of managed IT solutions to businesses and offices in Minnesota, Michigan, North Dakota, Southern California, New Jersey, and many more. With over 40 years of experience and more than 200 employees, Corporate Technologies provides Fortune 500 level IT support to small and medium sized businesses. We offer unique IT solutions, including managed IT services, cloud services, staffing, voice and data systems, storage and virtualization, consulting, and networking solutions. We would love for you to bring your skills and be part of our team!

At Corporate Technologies, it's much more than just a job; it's a career where you will learn, grow, and enjoy what you do every day. Our goal is to recruit and retain great people and in turn provide great employee experience. We offer a collaborative team environment, competitive salaries, and benefit program, as well as hands on training and career development.Our company is seeking a passionate and motivated Help Desk Tier 1 Supervisor to oversee and manage our Tier 1 support team. This role involves leading a team of helpdesk technicians, ensuring high-quality support delivery, and fostering a collaborative environment. The ideal candidate will have strong leadership abilities, excellent problem-solving skills, and a commitment to customer satisfaction. This position is fully on site and located in our Eden Prairie, MN office.
Essential Job Duties:

• Team Management: Supervise a team of Tier 1 helpdesk technicians, providing direction, support, and mentorship to ensure efficient and effective operations.
• Support Coordination: Oversee daily ticket management and workflow to ensure timely resolution of client issues, maintaining high standards of service quality.
• Performance Monitoring: Monitor team performance through KPIs and metrics, providing regular feedback and implementing improvement plans where necessary.
• Customer Interaction: Act as an escalation point for complex or high-priority issues, ensuring prompt and effective problem resolution.
• Process Improvement: Identify opportunities to streamline support processes and enhance the customer experience, implementing changes as needed.
• Communication: Liaise with other departments, such as Tier 2 support and upper management, to facilitate the resolution of technical issues.
• Reporting: Generate regular reports on team performance, issue trends, and customer feedback to inform management decision-making.
  Providing leadership, coaching, and direction to field service technicians, ensuring performance standards are met.
• Managing customer relationships, resolving complaints, and ensuring customer satisfaction.

Qualifications

• Strong leadership and supervisory skills to lead and motivate a team.
• Proven experience in a helpdesk or technical support role, with at least 1 year in a supervisory or lead position.
• Strong technical knowledge related to MSPs or general business use case computer support.
• Excellent leadership and interpersonal skills with the ability to motivate and support a diverse team.
• Exceptional problem-solving abilities and customer service focus.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.

Base Pay: $24.00 - $26.00 per hour
Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Mileage reimbursement
• Paid time off
• Paid training
• Vision insurance

Equal Employment Opportunity: Corporate Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We encourage all qualified applicants to apply.

Compensation details: 22-26

PI2d2105b280c5-25405-37857395