IT HelpDesk Supervisor

Beirut, Lebanon
Customer Service

IT HelpDesk Supervisor

Beirut, Lebanon
Customer Service

Job Openings > IT HelpDesk Supervisor

Aspire Software is looking for an IT HelpDesk Supervisor ( Hybrid Position ) to join our team in Lebanon.

Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

What your day will look like:

Represent the organization well by interacting in a professional, courteous and positive manner with all clients.

Respond quickly and accurately to all customers requests and being a focal point of escalations.

Listen for concerns and identify areas requiring further attention from the management team

Communicate all critical issues immediately to internal management

Monitor day to day service desk operations and delegate the tasks to the team members when needed.

Monitor ticket queues and ensure tickets are being followed up on per client

Coordinate teammate training and mentoring to ensure full coverage for clients during all scheduled coverage hours

Monitor tickets for all assigned clients to ensure accuracy and quality

Work with all assigned agents to ensure individual KPI goals are being met

Aid in identifying scheduling gaps or areas of improvement.

About you:

5+ years of helpdesk experience in a call center environment

2+ years of supervisory or team lead experience within a helpdesk

Extensive troubleshooting skills

Strong technical experience in Microsoft Office365, AzureAD, VPN, router, switches, Firewall,etc...

Strong attention to detail

Leadership Skills

Excellent interpersonal skills

Ability to function well in a team setting

Customer service focused

Internally motivated and innovative

Creative thinking and ability to adapt

Strong verbal and written communication skills

Strong professional skills

Understanding of business principles and organizational structure

Ability to function well in high pressure situations