Supervisor-Help Desk - (Syracuse, NY)

Position: Supervisor - Quick Service Help Desk Position overview: Works with Help Desk Manager(s) and Director of QS Support to insure superior customer satisfaction in Help Desk services. Provides constant training and coaching to new and existing staff. Reports to: Manager – Quick Service Help Desk General Duties: Monitor and manage QS call queues to ensure prompt response and resolution. Maintain up-to-date skills for all POS hardware and software troubleshooting. Respond and resolve support calls from customers in a timely manner. Train and coach new and existing HD staff in equipment and resolution techniques. Accept escalations and provide guidance to other Help Desk analysts when required. Escalate calls to management if time based targets are not met or if call is beyond scope of understanding. Maintain open, positive and professional communication with clients, fellow employees and management. Participate with After Hours cell phone rotation for support or backup if needed.