POSITION SUMMARY

Ainsworth is seeking a Helpdesk Supervisor to lead the helpdesk team and ensure service delivery to our clients. The Helpdesk Supervisor will be responsible for managing the Americas helpdesk day-to-day operations, providing technical assistance to clients, overseeing the resolution of support tickets, and mentoring and developing team members. The ideal candidate must possess excellent leadership, communication, and problem-solving skills, as well as a strong technical background.

MAIN RESPONSIBILITIES

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  Day-to-day support and management of Helpdesk responsibilities, including scheduling and ticket management.
• Daily technical support of Helpdesk technicians’ service issues and escalations.
• Manage helpdesk ticketing system tickets and keep status up-to-date.
• Manage helpdesk projects and provide routine updates.
• Provide phone and email support to all internal users.
• Assisting with PC, peripherals, mobile devices, and system software issues in a timely manner.
• Provide assistance with testing new equipment, software and systems.
• Coordinating and cooperating with all Ainsworth offices and other branches.
• Participate in the hiring and onboarding of new employees.
• Collaborate with other departments to ensure that the helpdesk team is meeting the needs of the business and contributing to overall company goals.
• Ensure compliance with company policies and procedures, as well as industry standards and regulations. Such as ITIL and SOC compliance.
• Other duties as assigned.

JOB REQUIREMENTS

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  Maintain a culture of excellence within customer-facing Helpdesk team, ensuring customer satisfaction and Key Performance Indicator (KPI) attainment while maintaining high level of team morale.
• Train and mentor Helpdesk staff to ensure the team is properly trained and following process and procedures.
• Establish a Training & Development Plan for each member of the Helpdesk team.
• Assist with technical knowledge documentation focused on increasing the skills and capabilities of the Helpdesk staff (or personnel).
• Be prepared to respond to critical issues, as needed.

Must have strong knowledge of, and demonstrated proficiency in the following:

• Windows OS and other windows applications.
• MS Office applications (Outlook, Word, Excel, PowerPoint, etc.)
• O365 Technical Support.
• Knowledge of Virtual Applications is preferred (VMWare, etc.)
• Knowledge of other applications is preferred (Adobe, Java, etc.)

Network Support:

• Understanding of a domain/corporate IT environment including PC/Laptop Setup.
• Knowledge of network technologies (LAN, WAN, wireless, Firewall, Switch, ISP, etc.)
• Knowledge of and experience with NAS and SAN storage.

Education, Knowledge & Skills

• Bachelor's degree in Management Information System is preferred.
• 3 years of Helpdesk support experience.
• 1 years in a supervisory/managerial role in a Helpdesk environment.
• Strong technical knowledge of hardware, software, and networking systems, as well as experience with troubleshooting and problem-solving techniques.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients, team members, and stakeholders at all levels of the organization.
• Outstanding customer-facing skills, including ability to effectively handle sensitive information.
• Self-starter, dependable, attentive to detail.
• Strong, team-oriented work ethic.
• Knowledge of ITIL or other industry-standard approaches to Service Delivery is a plus.
• Must respect and follow internal IT Policy and Procedures.

Other Requirements

• Must be able to work permanently in the U.S.
• The successful candidate must be able to obtain and maintain a Nevada Gaming license.