Help Desk IT Supervisor

Cyderes is a global cybersecurity powerhouse offering comprehensive solutions around managed security, identity and access management, and professional services. Cyderes provides the people, process, and technology modern enterprises rely on to manage risk, maintain compliance, and respond to security threats with greater speed, scale, and cost-efficiency than traditional in-house solutions. Born from the merger of two award-winning cybersecurity firms, Herjavec Group and Fishtech Group, Cyderes has six security operations centers and three offices across the United States, Canada, the United Kingdom, and India.

**Role Summary**

Cyderes is seeking a Help Desk IT Supervisor who is self-motivated, directed, and solution-oriented. You will be responsible for supporting our Cyderes workforce by providing leadership over first-level end-user technical support associates who administer various IT services including end-user identity management, systems access, equipment and software provisioning, and replacing or upgrading end-user IT equipment.

As a Help Desk IT Supervisor, you’ll be responsible for leading a team addressing technical Apple/macOS and Windows end-user questions and issues. You will also mentor and coach associates to help them best engage with help desk policies and procedures.

**Primary Responsibilities**
- Oversee and coordinate urgent and complicated support issues and act as an escalation point for all requests and incidents
- Provide data and reporting of KPIs and IT ticketing trends to IT leadership on a weekly or monthly basis, or as needed
- Monitor and manage the ticket management system queue of support tickets to meet or exceed internal SLAs
- Demonstrate a commitment to the overall success of the IT team through process improvement, mentoring, and continuous learning
- Working flexible hours when required to meet on-call needs or the requirements of the position
- Support other help desk activities as directed by management
- Working directly with the Security Team on security-related projects, initiatives, maintenance, and monitoring
- Assisting IT with non-help desk related initiatives that arise.
- Providing recommendations for new or updates to policies and procedures related to technology and services
- Leading, mentoring, and coaching technology team members
- Communicate ideas for improving company processes with a positive and constructive attitude
- Perform all other duties as assigned

**Desired Skills and Experience**
- Ability to work in a fast-paced team environment
- Attention to detail with emphasis on accuracy, timeliness, and quality
- Ability to prioritize work to balance multiple issues, projects, and/or deadlines
- Exceptional customer service skills
- Ability to conduct research, use and train others on tools, software, and technical procedures on a wide range of computing issues, as required
- Ability to prioritize workflow and organize diverse/complex material as well as handle multiple, competing, and changing priorities while performing in a timely manner and effectively without direct supervision
- Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility required
- Willingness to strive to consistently improve, both personally, and as a team, to achieve extraordinary results in customer service and technical skills