Atria Senior Living

  • Help Desk Supervisor - Atria Senior Living

    Job Locations USA-KY-Louisville Metro
    Category
    Information Technology
    Community Name
    Atria Senior Living
    Requisition ID
    2018-81038
  • Overview

    What’s the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What’s more, you are part of an extraordinary company – one that’s investing in the future of senior living by investing in you. Don’t just do a job. Be part of an extraordinary life.

     

    Atria Senior Living is a leading operator of independent living, assisted living, supportive living, and memory care communities in more than 200 locations in 27 states and seven Canadian provinces. We create vibrant communities where older adults can thrive and participate, know that their contributions are valued, and enjoy access to opportunities and support that help them continue making a difference in our world.

     

    Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law.  Atria will not tolerate harassment or discrimination based on any of these protected classifications.

    Responsibilities

    • The Help Desk Supervisor’s role is to oversee the Help Desk staff and ensure that end users are receiving appropriate assistance. This individual is responsible for managing the prioritization and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
    • Ensure that assigned staff utilizes the appropriate tools and processes to provide world-class customer service and maintain high job standards focused on quality, accuracy, and efficiency.
    • Responsible for the interviewing, hiring, training, developing, and evaluating of assigned staff in accordance with Company guidelines
    • Assist in the implementation of continual improvements to provide a higher level of service.
    • Manage the help desk queue to ensure prompt escalation to appropriate groups.
    • Track trends in Help Desk requests and provide reporting data to Director if IT Operations.
    • Monitor, evaluate, and improve on abandon rates, live transfer rates, and misrouted calls.
    • Manage the day-to-day function of the support staff, ensuring that processes are followed and procedures are working.
    • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
    • May perform other duties as needed and/or assigned.

     

    Qualifications

    • Associate's degree in related field or equivalent experience.
    • Five (5) or more years of experience in an IT support or technical environment, with significant PC or client/server platform experience.

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