IT Helpdesk Supervisor in Cranston, Rhode Island at Luxury Brand Holdings

IT Helpdesk Supervisor
Location: Cranston, RI
Division: Ross-Simons (a Luxury Brand Holdings company)

Looking to take your IT career to the next level? Join Ross-Simons, America’s favorite jeweler, as an experienced IT Helpdesk Supervisor to lead our helpdesk team based in Cranston, RI. As part of the Ross-Simons family, this in-person leadership role requires someone with a blend of technical expertise, leadership experience, and a passion for delivering exceptional customer service. In this position, you’ll oversee the daily operations of our helpdesk, ensuring seamless technical support across the organization, optimizing processes, and driving overall user satisfaction. Ready to lead and elevate our IT team? Come thrive with us at Ross-Simons!

The Supervisor will lead a team of two in providing support to approximately 200 employees, primarily onsite with a few remote team members. This key role plays a crucial part in minimizing system downtime by swiftly resolving issues, managing new user setups, and leading essential upgrades. The ideal candidate is a proactive problem solver with strong troubleshooting skills and a drive for continuous improvement to enhance the user experience.

Key Responsibilities:

• Team Leadership: Inspire, develop, and guide a high-performing helpdesk team, fostering a collaborative and customer-focused environment. Serve as the primary point of contact for complex or unresolved IT issues, providing expert troubleshooting and resolution.
• Project Management: Lead and oversee critical IT projects, ensuring they are delivered on time, within scope, and meet organizational objectives.
• Technology Awareness: Keep the team and organization informed about emerging technologies, tools, and industry best practices.
• Continuous Improvement: Drive ongoing enhancements to helpdesk processes and service delivery, and identify and implement best practices, seeking ways to increase efficiency and user satisfaction.
• Policy Compliance: Ensure adherence to company policies, safety protocols, and IT security best practices.

Experience and Qualifications:

• A minimum of 5+ years of helpdesk experience, including 2-years in a leadership role, with demonstrated success leading project management and cross-functional initiatives
• A bachelor’s degree is preferred, or equivalent relevant experience.
• Expertise with Office 365 tenant administration, Windows, macOS, cloud services, and common enterprise applications in a networked environment.
• Experience supporting mission-critical applications in environments with integrated systems.
• Solid understanding of hardware, software, and network systems, with the ability to install, configure, test, and maintain IT infrastructure.
• Excellent written and verbal communication skills, with a demonstrated ability to work with non-technical users.

If you’re a passionate IT leader looking to make an impact at a prestigious company, we invite you to apply and join our team at Ross-Simons.