BAYAUD ENTERPRISES JOB ANNOUNCEMENT

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1 BAYAUD ENTERPRISES JOB ANNOUNCEMENT IT Helpdesk Site Supervisor Date Posted: 9/20/13 Deadline: 10/4/13 Position Type: Exempt Hours Required: 40.0 hours About Bayaud Enterprises: Bayaud Enterprises is a community-based nonprofit organization, providing vocational rehabilitation and employment services to individuals with mental, emotional, physical and economic challenges. In addition, we provide valuable training for employers as well as viable, competitive business services to our community. Position Summary: Under the general direction of the Help Desk Program Manager, the Help Desk Site Supervisor will oversee the IT Helpdesk Staff and to ensure efficiency, reliability and overall performance of the helpdesk team. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests; including the monitoring, tracking and coordination of Help Desk Functions. The Help Desk Site Supervisor will also contribute to problem resolution by giving in-person, hands on support to end users at the desktop level. Along with senior management, the Site Supervisor develops an effective and workable framework for managing and improving customer IT support in the organization.

2 Responsibilities: Monitor and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary Draw up specific schedules for help-desk technicians, engineers, and staff Manage the processing of incoming calls to the Help Desk via both telephone and to ensure courteous, timely and effective resolution of end user issues Design and enforce request handling and escalation policies and procedures Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications Monitor and test fixes to ensure problems have been accurately resolved Track and analyze trends in Help Desk requests and generate statistical reports Generate weekly and monthly reports on customer support issues Develop metrics and templates to evaluate technical support issue response times and solution solving skill of the team Develop training frameworks and programs to help keep the staff updated on new industry practices Asses need for any system reconfigurations (minor or significant) based on request trends and make recommendations

3 Develop and oversee a Quality Management Process to ensure that Help Desk staff receive frequent feedback on their performance along with suggestions for improvement if warranted A track record of selecting, motivating, and developing both exempt and non-exempt employees Exposure to Contact center technology developments including automatic call distribution, interactive voice response, web interactive platforms, and desk-top platforms Other duties as assigned Position Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis. EDUCATION and/or EXPERIENCE Bachelor s degree required, or equivalent experience in managing and/or providing help desk support to a user community of 25,000 or more users. BUSINESS SKILLS Proficiency in MS Office Skills (Word, Excel, and PowerPoint). Familiarity with Workforce Management and Quality Monitoring/Assurance software systems. Ability to read, analyze, and interpret common business and contact center journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to trainees, senior management, public groups, and/or boards of directors. MATHEMATICAL SKILLS Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

4 REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. CERTIFICATES, LICENSES, REGISTRATIONS, and other desired traits: Motivated, self-directed, detail-oriented individual Need to possess strong leadership qualities and communication skills Enjoy working in a fast-paced environment; ability to effectively multitask Must have reliable transportation to get between job locations Individual must also be able to gain and maintain the necessary security clearances PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis. Ability to work flexible hours due to changing business demands. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job includes close vision, depth perception, and ability to adjust focus.

5 WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis. The noise level in the work environment is usually quiet. The above job description is meant to describe the general nature and level of work being performed is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform the other job-related duties requested by their supervisor in compliance with Federal and State Laws. To Apply: Submit cover letter and resume via to You must have IT Helpdesk Site Supervisor in the subject line. Bayaud Enterprises is an equal opportunity/affirmative action employer and is operated in accordance with a policy which does not permit discrimination based on race, color, gender, creed, religion, age, marital status, national origin, citizenship, military status, the presence of any sensory/mental/physical disability, veteran status, sexual orientation, gender variance, gender expression or any other status or characteristic protected by local, state or federal law.

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