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Help Desk Supervisor – Shoals Technologies Portland, TN (Onsite) Overview: The Help Desk Supervisor is to provide focus, direction, organization and support for all Help Desk activities. Monitoring assignments and performance of the help desk staff, ensuring Help Desk contact points are covered in an optimal manner, distributing requests and managing priority calls. Responsibilities: Sets and delegates day-to-day tasks to achieve operational effectiveness of the Help Desk. Provide direct supervision to Help Desk staff and/or contractors. Mentor and coach them on customer service, phone and walk-in interactions, communications, knowledge management issues and policies and procedures. Requirements: At least 5 years’ experience in supervising a team of support desk professionals. Minimum of 10 years of overall IT/helpdesk experience At least 2 years’ experience in developing/maintaining knowledge management articles and procedures as process and technology evolves. Experience in technical support including installing, configuring, networking and troubleshooting Desktop Operating systems, Android and Apple mobile devices and Microsoft Office applications. Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication. Experience with enterprise information technology support systems such as remote control, imaging, remote application deployment, patch management and ticketing systems. Ability to make decisions about scheduling, coverage and call distribution to maximize efficiency and productivity of user of our end-users and the Help Desk staff. Ability to assist with ticket processing loads during times of heavy activity Shoals Technologies Group, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.