Supervisor, Help Desk
About the role
Protech Automotive Solutions is looking for highly talented, dedicated and quality-focused teammates to provide top tier service to our customers.
Job Summary As a Supervisor for Protech Help Desk, your key responsibility will be to oversee the seamless functioning of the information technology operations within the Help Desk department. By ensuring consistent high-quality service and surpassing service level expectations, you will play a pivotal role in our commitment to technological excellence.
Role and Responsibilities
- Supervise and ensure timely and efficient resolution of service requests in alignment with organizational standards.
- Monitor and analyze service level metrics, providing direction and improvement strategies.
- Provide support for internal business applications.
- Diagnose and rectify opportunities with diagnostic scan tools.
- Aid domain users with password resets and two-factor authentication processes.
- Manage user accounts, including setup and password assistance.
- Spearhead the implementation of training and help desk software to bolster service efficiency.
- Create, oversee, and update installation and maintenance documentation.
- Liaise with vendor partners to address and resolve opportunities related to network, software, PC repair, and customer service.
- Stay updated with OEM tool developments for better support.
- Offer customer and product repair services for both PC software and hardware.
- Exemplify leadership qualities, nurturing team development, and motivating members towards success.
- Undertake other responsibilities and projects as assigned.
Qualifications, Education & Experience
- An undergraduate degree in Information Technology, Computer Science, or a related field preferred.
- Relevant certifications like CompTIA A+, CompTIA Network+, or ITIL Foundation are a plus.
- Minimum of 3-5 years of experience in a help desk or IT support role.
- At least 2 years of experience in a supervisory or team lead position.
- Familiarity with diagnostic scan tools and business application support.
- Experience in working with vendor organizations for network, software application, and PC repair.
- Proven track record in training and upskilling team members.
About Protech Automotive Solutions
At Protech Automotive Solutions®, we are dedicated to pioneering advanced diagnostic scanning, ADAS calibration, and mechanical expertise to ensure vehicle safety and reliability. Since 1993, we have consistently delivered high-tech, full-service diagnostics across various OE makes and models, maintaining an unwavering commitment to quality service.
Our Purpose: Giving Lives the All Clear®
Customer safety is our top priority at every step of the repair process. We understand that customers entrust us not just with their cars but with their confidence. We honor that trust by ensuring that every issue is diagnosed accurately, every code is properly cleared, and every vehicle is returned to its pre-accident condition – inside and out.
Our Offerings
Our strength lies in our ability to combine advanced technology with personalized service, ensuring that every vehicle we touch is safe and road-ready.
- On-Site Diagnostic Scanning: Performed by our fleet of highly trained mobile technicians.
- Advanced ADAS Diagnosis and Recalibration: Ensuring proper precision and safety.
- Mechanical Expertise: Comprehensive mechanical services to ensure all aspects of the vehicle are thoroughly inspected and repaired.
- Virtual & On-Site Support: Provided by our team of ASE and I-CAR-certified technicians.
Why Choose Us?
With over 30 years of industry leadership and access to the nation’s largest network of static certified facilities, Protech Automotive Solutions combines advanced technology with personalized service to ensure every vehicle is safe and road-ready. We continuously innovate, develop and leverage new technologies to stay ahead of the industry curve, maintaining the highest standards of vehicle safety and reliability.
Discover how Protech Automotive Solutions can enhance your vehicle safety and reliability.
Supervisor, Help Desk
About the role
Protech Automotive Solutions is looking for highly talented, dedicated and quality-focused teammates to provide top tier service to our customers.
Job Summary As a Supervisor for Protech Help Desk, your key responsibility will be to oversee the seamless functioning of the information technology operations within the Help Desk department. By ensuring consistent high-quality service and surpassing service level expectations, you will play a pivotal role in our commitment to technological excellence.
Role and Responsibilities
- Supervise and ensure timely and efficient resolution of service requests in alignment with organizational standards.
- Monitor and analyze service level metrics, providing direction and improvement strategies.
- Provide support for internal business applications.
- Diagnose and rectify opportunities with diagnostic scan tools.
- Aid domain users with password resets and two-factor authentication processes.
- Manage user accounts, including setup and password assistance.
- Spearhead the implementation of training and help desk software to bolster service efficiency.
- Create, oversee, and update installation and maintenance documentation.
- Liaise with vendor partners to address and resolve opportunities related to network, software, PC repair, and customer service.
- Stay updated with OEM tool developments for better support.
- Offer customer and product repair services for both PC software and hardware.
- Exemplify leadership qualities, nurturing team development, and motivating members towards success.
- Undertake other responsibilities and projects as assigned.
Qualifications, Education & Experience
- An undergraduate degree in Information Technology, Computer Science, or a related field preferred.
- Relevant certifications like CompTIA A+, CompTIA Network+, or ITIL Foundation are a plus.
- Minimum of 3-5 years of experience in a help desk or IT support role.
- At least 2 years of experience in a supervisory or team lead position.
- Familiarity with diagnostic scan tools and business application support.
- Experience in working with vendor organizations for network, software application, and PC repair.
- Proven track record in training and upskilling team members.
About Protech Automotive Solutions
At Protech Automotive Solutions®, we are dedicated to pioneering advanced diagnostic scanning, ADAS calibration, and mechanical expertise to ensure vehicle safety and reliability. Since 1993, we have consistently delivered high-tech, full-service diagnostics across various OE makes and models, maintaining an unwavering commitment to quality service.
Our Purpose: Giving Lives the All Clear®
Customer safety is our top priority at every step of the repair process. We understand that customers entrust us not just with their cars but with their confidence. We honor that trust by ensuring that every issue is diagnosed accurately, every code is properly cleared, and every vehicle is returned to its pre-accident condition – inside and out.
Our Offerings
Our strength lies in our ability to combine advanced technology with personalized service, ensuring that every vehicle we touch is safe and road-ready.
- On-Site Diagnostic Scanning: Performed by our fleet of highly trained mobile technicians.
- Advanced ADAS Diagnosis and Recalibration: Ensuring proper precision and safety.
- Mechanical Expertise: Comprehensive mechanical services to ensure all aspects of the vehicle are thoroughly inspected and repaired.
- Virtual & On-Site Support: Provided by our team of ASE and I-CAR-certified technicians.
Why Choose Us?
With over 30 years of industry leadership and access to the nation’s largest network of static certified facilities, Protech Automotive Solutions combines advanced technology with personalized service to ensure every vehicle is safe and road-ready. We continuously innovate, develop and leverage new technologies to stay ahead of the industry curve, maintaining the highest standards of vehicle safety and reliability.
Discover how Protech Automotive Solutions can enhance your vehicle safety and reliability.