Helpdesk Supervisor

**Location**: 220 Av. Durocher, Montréal-Est, QC H1B 5H6

**Job type **:Permanent, Full-Time

**Helpdesk Supervisor**

**About Glencore**:
Glencore is one of the worlds largest diversified natural resources companies. It is also a major producer and marketer of more than 60 commodities. Our operations include approximately 150 mining and metallurgical sites and agricultural oil facilities - supported by a global network. Our mission is to provide, in a socially responsible manner, the commodities that make everyday life better. Employing 135, 000 people globally, people are at the heart of our business, and we aim to attract employees who strive to be leaders in their field.

Join us and let’s grow together.

**About the role**:
Reporting to the IT Superintendent, the Helpdesk Coordinator will play a vital role in providing technical assistance and support to our internal organization in a timely and efficient manner. Your primary responsibilities will include coordinating helpdesk activities, assigning and supervising support tickets, resolving complex technical issues, and ensuring excellent customer service. If you possess strong leadership skills, technical expertise, and a passion for team management, we encourage you to apply.

**In this role, you will**:
**Helpdesk supervisor**:

- Lead the team who is primary point of contact for all helpdesk-related activities.
- Coordinate and prioritize support requests, ensuring efficient handling and resolution.
- Assign tickets to helpdesk technicians based on their expertise, workload, and availability.
- Monitor the progress of support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- Maintain accurate and up-to-date documentation of support requests, actions taken, and resolutions provided.
- Provide technical support and troubleshooting services to end users.
- Follow up with users to ensure satisfactory resolution and overall customer satisfaction.
- Ability to travel from time to time to sites within North America.

**Team Management**:

- Supervise and provide guidance to a team of helpdesk technicians, ensuring high performance and productivity.
- Conduct regular team meetings to discuss priorities, distribute workload, and provide updates on processes or procedures.
- Foster a positive work environment that promotes teamwork, collaboration, and professional growth.
- Provide training, coaching, and mentoring to team members to enhance their technical skills and customer service abilities.
- Conduct performance evaluations.
- Collaborate with team members to develop and implement customer service best practices.

**Security and Reporting**:

- Manages security requirements and ensures security incidents are dealt with (Security tool reports, security tickets, patch vulnerabilities)
- Maintain status of support activities, including ticket details, resolutions, and follow-up actions.
- Generate reports on helpdesk performance metrics, such as ticket volume, response time, and resolution time.
- Analyze data to identify trends, recurring issues, and opportunities for process improvements.
- Contribute to knowledge base articles and support documentation to facilitate self-service solutions for users.

**Collaboration and Liaison**:

- Collaborate with other IT teams, such as network administrators and system administrators, to ensure efficient problem resolution.
- Liaise with vendors and external service providers for equipment repairs or replacement.
- Participate in cross-functional projects and initiatives, representing the helpdesk teams interests and requirements.

**Qualifications**:

- Proven work experience as a Helpdesk supevisor or in a similar customer support role, with team management responsibilities.
- At least 10 years of experience in IT helpdesk work.
- Strong technical knowledge of computer systems, hardware, software, and network troubleshooting.
- Proficiency in helpdesk ticketing systems and remote support tools.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and analytical abilities, with keen attention to detail.
- Exceptional customer service skills and a patient, empathetic approach to user support.
- Ability to work well under pressure, prioritize tasks, and meet deadlines.
- Proactive and self-motivated, with a willingness to learn and adapt to new technologies and processes.

**Language**: Bilingual French and English

**What we offer**:

- A workplace culture that encompasses safety, integrity, responsibility, openness, simplicity, and entrepreneurialism.
- A comprehensive and competitive benefits plan.
- Flexible work arrangements.
- Employee wellness programs.
- Professional growth opportunities.
- The masculine gender is used, without discrimination, to lighten the text._