Job Description
Job Description
IT Help Desk Supervisor
Founded in 1907, Japs-Olson Company is an industry leader in the commercial printing and direct mail industry located in St. Louis Park, Minnesota. Our company is over 100 years old and we continue to grow. The IT department is seeking a qualified candidate to join our team as the
Help Desk Supervisor . This role is responsible for the scheduling and supervising of a team of support specialists that provide a single point of contact for all technology-related services at Japs-Olson.
We feature competitive pay along with great benefits such as a Stay-On Bonus, affordable medical insurance, life insurance, 401K plans with company matching, and health savings account contributions.
This position requires the candidate to work onsite and includes occasional nights and/or weekend coverage. We are not accepting applications for remote work currently.
Salary: $65,000 to $75,000 based on experience
Benefits Overview:
Affordable medical coverage
Vision & dental insurance
Indoor climate-controlled environment
Health Savings Account (HSA)-with company contributions
401(k) retirement plans with company contributions
Paid Holidays
Life insurance, AD& D
Short Term Disability, Long Term Disability
On the 612 bus line
Key Tasks:
Lead the support specialist team in the day-to-day operations and assigned tasks
Develop, mentor, and coach employees regularly to increase their skills
Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement
Direct the workflow of the IT Help Desk through quality control of tickets and calls, monitoring the ticket queue, and addressing important or overdue tickets
Facilitate customer resolution for escalated calls and engage the necessary technical support resources
Responsible for the inventory management and purchasing of IT related items.
Follow up with unsatisfied customers to ensure issues are resolved and that customer satisfaction is achieved
Develop, implement, and coordinate programs and operating procedures to drive effectiveness and efficiency
Build relationships across production to support internal customers
Deliver on all team performance targets
Ensure infrastructure availability for 24x7 manufacturing operation
Scheduling coverage for absences, vacations, or special projects from the support specialist team
Manage multiple projects at once, ensuring strong integration across the departments and organization
Participate in Japs Olson's Continuous Improvement program and Quality Management System helping to resolve problems and improve processes and product
Responsible for technology procurement to repair equipment or as part of departmental initiatives
Education or Training:
Bachelor's Degree Required in Computer Science or 2 to 4 years related experience
Required Skills:
Minimum 2 - 4 years of work experience in technical phone support ideally in a manufacturing environment
Minimum 2 - 4 years of previous supervisory and leadership experience with direct reports
Previous network administrative experience is preferred
Ability to organize, prioritize, and direct work activities
Ability to support a 24x7 environment working nights and weekends as needed
Excellent customer service and business relationship-building skills
Reasoning, problem-solving, and analytical skills to resolve issues
Project management skills and abilities
Excellent oral and written communication skills including listening and presentation skills
Outstanding ability to lead, engage, and develop employees
Demonstrated ability to be a "hands-on" leader
Excellent organization and time management skills
Self-directed and self-motivated with a proven work ethic and ability to perform under pressure
Physical Requirements:
Ability to lift 50 lbs. (PCs, peripherals)
Bending, stooping, crawling, and reaching. May require a ladder, stepstool, or scissor lift use
Repetitive (keyboard and mouse) motion
Regular
weekend/evening/holiday
work may be required
*Must pass a physical, drug screen, and background check before starting.
*All applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.
Day Shift: 8am-4pm
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