Supervisor, IT Helpdesk

13 hours ago

Bengaluru Karnataka, India SpotOn: Corporate Full time

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

In the last 2 years, SpotOn has:

- Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)
- Earned awards for Great Places to Work and Built In's Best Places to Work
- Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more.

This year, we're going even bigger—caring hard and moving fast down the path of high growth and positive impact.

We are actively seeking the Helpdesk Supervisor provides daily oversight of the Helpdesk team to ensure prompt and efficient IT support enabling our colleagues to achieve SpotOn's goals. They work with the Helpdesk team to address any questions (technical or procedural) and ensure tickets are addressed in a timely manner. Also critical is the review of work performed to ensure accuracy and improve the quality of the Helpdesk work.

**Key Responsibilities**:

- Guide Helpdesk staff with procedural, policy, and technical questions
- Ensure SLAs are met and work with the the Helpdesk staff to address issues
- Ensure adherence to the Helpdesk staff schedule for direct reports and address issues
- Perform biweekly 1:1s of direct reports
- Conduct weekly regional meeting for Reporting Helpdesk staff
- Mentor and train Helpdesk staff
- Work cross-functionally with other technology teams to ensure safe and proper operations
- Assist with handling of tickets (including escalation, fill-in, and surge)

**Requirements**:

- Ability to work independently
- Proven ability to build processes that improve quality, accountability, and timely closure of helpdesk issues
- Moderate Knowledge (3+ years) of Okta User/Group Administration
- Moderate Knowledge (3+ years) of Google Workspace User/Group Management/Administration
- Moderate Knowledge (3+ years) of Macintosh and Windows Configuration and Administration
- Proficient in Troubleshooting Desktop Hardware
- Proficient with Upgrading and Basic Repair of PC Hardware
- Moderate Knowledge in Networking Technologies
- Moderate Skill in VoIP Softphone Deployment and Troubleshooting
- Strong US English verbal and written communication skills (multi-lingual preferred)

**Qualification**:

- High school diploma or betterSpotOn is an e-verify company.

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