Helpdesk Supervisor

Are you a problem solver, strong communicator looking to grow your career in information technology? Then we have the right opportunity for you as a Helpdesk Supervisor.

Island Grill is a leading QSR chain that specializes in authentic Jamaican cuisine and hospitality. Our purpose is to meet the needs of our customers by delivering home-cooked Jamaican meals for people on the go.

We are committed to creating a workplace where our team members can thrive and grow through training, mentorship, and mutual support. We are seeking to engage individuals with an entrepreneurial spirit, who thrives in and enjoy high-paced environments.

About the Role:

We are looking for a dynamic, adaptable, detail oriented Helpdesk Supervisor who will be responsible for overseeing the day-to-day operations of our helpdesk; managing IT support tickets and ensuring timely resolution of user issues.

This role will provide you with the opportunity to:

• Manage the daily operations of the helpdesk, including ticket assignment, escalation management, and resolution tracking, to ensure timely and effective support for end users.
• Provide first level support to users: Provide technical assistance for incoming queries and issues related to computer systems, software, hardware and business processes related to IT infrastructure.
• Monitor helpdesk performance metrics and KPIs, such as ticket volume, response times, and resolution rates, and implement strategies to improve efficiency and service quality.
• Coordinate with other IT team members and IT vendors to escalate and resolve complex technical issues that require specialized expertise or resources.
• Develop and maintain helpdesk procedures, knowledge base articles, and user documentation to facilitate self-service support and streamline troubleshooting processes.
• Handle escalated user inquiries and complaints, providing courteous and professional assistance to resolve issues and address concerns in a timely manner.
• Collaborate with IT leadership to develop and implement strategic initiatives to enhance the effectiveness and efficiency of the helpdesk operation.
• Manage inventory of hardware, software, and other equipment including procurement and asset tracking.

Our Ideal Candidate

We are looking for someone who has:

• Excellent communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.
• Strong problem-solving skills and ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer-focused mind-set with a commitment to delivering high-quality service and support.
• Strong leadership skills

Qualifications & Experience

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• 2 years of experience in IT support, with at least one (1) year Quick Service Restaurant industry preferred.
• Strong technical background with knowledge of desktop operating systems, hardware, software applications, and networking concepts.
• ITIL or HDI certification preferred.

Interested persons should submit their application by  May 22, 2024.

 We appreciate and thank all applicants; however, only those shortlisted will be contacted.

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