Help Desk Supervisor

2 months ago

Rocky View County, Canada Compass Energy Systems Ltd Full time

For us, people are the heart of our organization. For over 20 years, our team’s been making a name for Compass by manufacturing, retrofitting, and servicing compression and process packaging equipment of the highest standards for the North American natural gas industry. We’re established, privately owned, and proud of our company culture where employees are supported in training, development, and career progression. And the best part _the fun is just beginning_ Today, Compass is at its most innovative and excited to be at the forefront of emerging clean technologies and a contributor to the global energy transformation.

**Join Us. Help Shape the Future of Energy.**

The Help Desk Supervisor is responsible for ensuring high quality customer service is being provided to the staff. Will work with the Director of IT to ensure high customer satisfaction and positive support outcomes by meeting or exceeding Service Level Agreements (SLAs). The Help Desk Supervisor will be responsible for development and updating of SLAs, KPIs (Key Performance Indicators) and Help Desk Standard Operating Procedures and metrics.

This role will supervise the lifecycle of incidents within the Help Desk ticketing system and all tasks associated with change management in the Help Desk. This includes ensuring that tickets are generated, priorities are assigned, status is communicated, escalations occur where necessary, adhere to SLAs, provide resolutions, ongoing process improvement and suggest solution.

**What You Will Do**

Your responsibilities will include, but not be limited to the following:

- Oversee all requests, incidents and problems. Leads and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
- Ensure adequate communications for all service disruptions are handled according to internal policies/procedures. Lead and supervise process for communicating outage/emergency activities to the organization.
- Monitor Help Desk activity to ensure a structured and efficient approach to utilizing the Help Desk knowledgebase.
- Coach and mentor the Help Desk Analysts. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
- Provide data and reporting of productivity metrics and trends to IT Director and others weekly, monthly and as needed. Will develop strategies for improvement.
- Manage IT assets. Ensure IT equipment and software is quickly deployed.
- Work closely with other IT areas to implement new technology in accordance with change management best practices.
- Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise Director of IT on situations that may require additional client support or escalation.
- Keep confidential all company proprietary information.
- Provide input on all Information Technology internal policies.
- Responsible for ensuring all required hours of operation are adequately staffed to ensure defined SLAs are met.
- Training of new help desk team members.
- Assist in IT projects as needed.

**Education, Skills and Experience**

Your education and experience include:

- 7+ years’ experience within Information Technology
- 3+ years’ experience leading help desk or service desk operations
- Strong understanding of ITIL best practices
- Strong understanding of ticketing systems tools - Service Catalog, Reporting, Ticket Management
- Strong understanding of Help Desk metrics
- Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
- Bachelor’s degree in Computer Science or equivalent
- ITIL Certification
- Microsoft 365 Certifications: Endpoint Administrator Associate, Fundamentals, Azure Fundamentals
- CompTIA Certifications: A+, Network+, Security+

**Specific Technical Skills**
- Microsoft products: Windows, Microsoft 365
- Enterprise phone system
- Antivirus Software
- Imaging software
- Asset management software
- MDM Mobile Data Management

At Compass, we are always looking for the right people with “can do” attitudes and a willingness to help wherever needed, this means that you may need to take on other tasks and duties that may not be listed above or may change based on the location or needs of the company.

Work Location: In person

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