IT Helpdesk Desktop Support Supervisor

<strong>At Dobbs Truck Group, a part of our mission is to create relationships and a healthy work environment for our employees. We are always looking for qualified, customer-oriented individuals at Dobbs Truck Group.</strong>

Corporate - Sumner

Dobbs Peterbilt

https://www.dobbspeterbilt.com/default.htm

keywords: position summary,position details,administration,support,performance,teamwork,technical,quality assurance,experience,skills,communication,knowledge,education,proficiency,transportation,certification

Full-time

$87,500-$100,000 Annually

Overview: <p>Dobbs Truck Group operates 25 commercial truck dealerships representing some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino. Dealership locations include Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.</p> <p>&nbsp;</p> <p><strong>General Job Description</strong></p> <p>&nbsp;</p> <p>The Help Desk Supervisor provides leadership, direction, and oversight to the Help Desk team while ensuring efficient, high-quality technical support for all operational and production employees. This role is responsible for guiding the daily activities of the Help Desk, prioritizing and triaging issues, and ensuring timely resolution of requests that impact business operations.</p> <p>The Supervisor serves as an escalation point and subject-matter resource for end-user support, business systems, and technology services. This position requires the ability to exercise independent judgment and discretion in addressing complex or time-sensitive issues, while fostering a positive customer service experience for employees, partners, and customers.</p> <p>In addition to supervisory responsibilities, the role includes hands-on support for the installation, configuration, maintenance, and troubleshooting of computer hardware, software, applications, and related environments. The Supervisor is expected to provide technical guidance to the Help Desk team and ensure system users receive consistent, reliable, and professional support.</p> <p>The duties listed below are intended to illustrate the types of work typically performed. The omission of specific duties does not preclude the assignment of similar or related tasks that are logical and appropriate for the role.<br /><br /><br /></p> <p><strong>Common Expectations of Performance for all Employees</strong></p> <p>&nbsp;</p> <p>The following includes common expectations for all employees of the Company. The evaluation of job performance will be based on these common expectations as well as the position-specific responsibilities described above.</p> <p>&nbsp;</p> <p><strong>Communications, Teamwork, and Feedback to Others</strong></p> <ul> <li>Contribute to a work environment built on trust, respect, and professional collaboration.</li> <li>Engage in regular discussions with direct leadership to align on performance objectives, team goals, and opportunities for improvement.</li> <li>Suggest and support operational efficiencies, process improvements, and innovative approaches to enhance service delivery.</li> <li>Promote continuous improvement and embrace change in support of company growth and evolving business needs.</li> <li>Mentor others constructively and unselfishly, fostering a culture of knowledge sharing and team development.</li> <li>Recognize and give credit to others for their contributions and successes.</li> </ul> <p>&nbsp;</p> <p><strong>Company Loyal Policies and Work Ethic</strong></p> <ul> <li>Adhere to all policies outlined in the Employee Handbook and comply with the Company&rsquo;s Employee Conduct Policy.</li> <li>Support management decisions and organizational goals through professional conduct and positive engagement.</li> <li>Remain open and receptive to new ideas, technologies, and processes regardless of their source.</li> <li>Make prudent decisions rooted in the best interests of the Company and its long-term success.</li> </ul> <br /> <p><strong>Physical Demands and Work Environment</strong></p> <p>The physical demands and work environment characteristics 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.</p> <p>&nbsp;</p> <p><strong>Physical Demands:</strong></p> <p>While performing the duties of this role, the employee is regularly required to sit, communicate, and use hands to operate computers, tools, and equipment. The employee is occasionally required to stand, walk, bend, reach, climb stairs, balance, kneel, crouch, or crawl to access equipment, cabling, or workspace areas. The employee must occasionally lift and move equipment or materials weighing up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.</p> <p>&nbsp;</p> <p><strong>Work Environment:</strong></p> <p>The work environment is typically an office or technology support setting with moderate noise levels. The employee is generally not exposed to outdoor weather conditions. Occasional travel to remote sites, dealerships, or operational facilities may be required to support team activities or resolve technical issues.</p>
Responsibilities: <ul> <li>Provide high-quality end-user support and ensure outstanding customer service experience for all employees, partners, and customers.</li> <li>Lead, mentor, and develop the Help Desk team, providing daily guidance, coaching, and support for both local and remote staff.</li> <li>Conduct quarterly and annual performance reviews of the Technical Support Specialists, and support ongoing employee development, training, and skill advancement.</li> <li>Exercise independent judgment and discretion while triaging, prioritizing, and resolving complex customer issues and service requests across multiple tools and platforms.</li> <li>Oversee ticket assignment, workflow management, escalation paths, and documentation standards within the ITSM platform, ensuring appropriate communication to end users and internal teams.</li> <li>Set up and administer user accounts, permissions, and application access for new hires, transfers, terminations, and access modifications.</li> <li>Procure, install, repair, replace, and update computers, smartphones, tablets, printers, peripherals, and related computing accessories.</li> <li>Install and configure approved software applications in adherence to IT security and operational standards.</li> <li>Collaborate with IT team members to test, validate, and refine endpoint images, ensuring consistent and stable computing environments.</li> <li>Work closely with internal business units and cross-functional partners to ensure customer issues are resolved efficiently and service requests are followed through to completion.</li> <li>Escalate incidents related to hardware, software, networking, and system interfaces while documenting progress, action steps, and final resolution.</li> <li>Ensure timely communication of critical events or outages to leadership, affected departments, and support teams, tracking issues through full resolution.</li> <li>Enforce adherence to IT policies, procedures, documentation standards, ticket-handling expectations, and security practices.</li> <li>Gather and document detailed information from customers regarding issues and requirements, ensuring accurate and complete handoffs to other IT team members to minimize repeat requests.</li> <li>Provide technical training, application support guidance, and mentorship to Help Desk team members.</li> <li>Identify, recommend, and help develop process improvements, policies, and procedures to enhance the Help Desk&rsquo;s efficiency, consistency, and quality of service.</li> <li>Develop and maintain standardized troubleshooting procedures, knowledge articles, and technical documentation to support repeatable resolutions.</li> <li>Design, maintain, and support automation tools or scripting (e.g., PowerShell) to improve Help Desk workflows and operational productivity.</li> <li>Administer enterprise email systems, including Exchange Online and Outlook, supporting configuration, mailbox management, and cross-platform access.</li> <li>Assist with researching, evaluating, and procuring computing equipment, accessories, and supplies to support operational needs.</li> <li>Perform other duties as assigned.</li> </ul>
Requirements: <ul> <li>Associate degree in computer science, Information Systems, or related IT field with five (5) years of IT technical support or customer service experience in roles with similar scope and responsibilities, including at least 2 years in a lead or supervisory capacity.</li> <li>Advanced knowledge of modern Windows operating systems (Windows 10/11), Microsoft 365 suite, Outlook/OWA, and common enterprise applications.</li> <li>Strong understanding of ITSM systems, ticket routing, queue management, documentation standards, and incident escalation processes.</li> <li>Working knowledge of TCP/IP networking fundamentals, DHCP, DNS, LAN/WAN concepts, and VPN remote access technologies.</li> <li>Experience with endpoint management, remote support tools, MDM solutions (e.g., Intune), and monitoring/call-tracking systems.</li> <li>Proficiency with computer hardware support, including PCs, laptops, mobile devices, printers, servers, and related peripherals.</li> <li>Experience administering Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and PowerShell-based administrative tasks.</li> <li>Strong ability to communicate technical information to users with varying technical knowledge levels.</li> <li>Demonstrated ability to document issue progress, resolutions, troubleshooting notes, and procedure updates clearly and accurately.</li> <li>Strong organizational, prioritization, and problem-solving skills with the ability to analyze and interpret data for reporting and decision-making.</li> <li>Must have reliable transportation and be willing to travel to support remote sites as needed.</li> </ul> <p>&nbsp;</p> <p><strong>Desired Job Qualifications</strong></p> <ul> <li>Bachelor&rsquo;s degree in computer science, Information Systems, or a related IT field with three (3) years of IT lead or supervisory experience.</li> <li>Industry certifications such as: <ul> <li>A+, Network+, Security+</li> <li>Microsoft 365 Administrator Associate</li> <li>Modern Desktop Administrator Associate</li> <li>Azure Fundamentals</li> <li>CCNA or equivalent networking certification</li> </ul> </li> <li>Advanced knowledge of Microsoft 365 applications and administrative tools, including Teams, SharePoint, OneDrive, Exchange Online, and PowerShell automation.</li> <li>Strong understanding of Active Directory, Group Policy, and enterprise networking (DHCP, DNS, TCP/IP, SD-WAN).</li> <li>Advanced experience supporting VoIP systems (e.g., RingCentral) and secure remote access solutions (VPN).</li> <li>Experience with virtualization technologies (Hyper-V or VMware) and foundational Azure cloud services.</li> <li>Demonstrated ability to design and implement process improvements and streamline technical support workflows.</li> <li>Strong organizational, analytical, and communication skills with the ability to explain complex technical concepts to non-technical audiences.</li> <li>Proven ability to solve complex IT issues efficiently while maintaining a high degree of professionalism and customer focus.</li> <li>Access to personal transportation with moderate local travel required.</li> </ul> <br /> <p><strong>Mental Capability Requirements</strong></p> <ul> <li>Comprehension: Ability to understand, recall, interpret, and communicate both routine and moderately complex technical and operational information. Must be able to clearly convey instructions, procedures, and decisions to team members and end users.</li> <li>Organization: Ability to effectively organize and prioritize both personal workload and team workload on a short- to mid-term basis (longer than one month). Must be able to manage shifting priorities, competing deadlines, and multiple simultaneous support demands.</li> <li>Reasoning &amp; Decision Making: Ability to make sound, timely, and informed decisions with a moderate to significant impact on daily operations, service delivery, and team performance. Must be able to escalate issues appropriately and apply independent judgment in resolving complex technical or customer-service challenges.</li> <li>Communication: Ability to express or exchange ideas clearly, professionally, and efficiently through spoken and written communication. Must be able to communicate with accuracy and clarity when interacting with employees, leadership, customers, and technical staff.</li> <li>Mathematics: Ability to compute, analyze, and interpret numerical data for reporting, performance tracking, inventory management, and other operational metrics.</li> </ul> <br /> <div>&nbsp;</div>