The IT Help Desk Supervisor will lead the Help Desk to work on multiple tasks related to managing, tracking, assigning and resolving IT tickets in a timely manner.

Assigns new tickets promptly to staff and monitors them to ensure resolution in a professional and timely manner. Monitors requests not properly addressed, taking corrective action as required including escalating to IT management as necessary. Manages team schedules to ensure that key services are supported during business hours. Develops and manages after-hours communication and support schedules to support business needs. Maintains up to date documentation on IT Helpdesk assets. Assists in the writing of procedures for new functions and reviews existing policies, procedures, forms and standards documentation for necessary updates. Manage key projects within the IT Department by developing regular project plans to meet project objectives and milestones. Maintain project progress reports and provide status to key management stakeholders and project teams on a regular basis. Serves as the escalation point for staff to resolve internal and external challenges. Assists management in planning and controlling annual budgets. Ensures the proper receipt and payment of IT equipment through strong inventory controls.

 

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.