Help Desk Supervisor

Monday - Friday, 8:30 am - 5:00 pm

About Us

At Argen, we're in the business of creating healthy, confident smiles one case at a time. Argen is a global leader in dental manufacturing with headquarters in San Diego, CA, subsidiaries in Canada, Germany, UK, and China, and sales in 105 countries worldwide. We have a team of 400 Awesome team members. Founded more than 50 years ago as a precious metals company in South Africa, Argen has grown to become the largest dental zirconia manufacturer in North America, largest dental alloy provider worldwide, and leader in digital dentistry solutions with a product offering that span fixed, removable, ortho, implants, and equipment. Our 140,000 square foot manufacturing center houses more than 150 3D printing and milling machines and operates six days a week. Argen's products are held to the highest standards of quality, and are FDA 510(k) cleared, ISO 13485 certified, and MDSAP compliant. Argen embodies a culture of innovation, continuous improvement, and LEAN practices in support of our mission to help our dental laboratory customers succeed.

About the Opportunity

The IT Help Desk Supervisor is responsible for overseeing the daily operations of the IT help desk team, ensuring the delivery of high-quality technical support services to the company's employees. This role involves managing the help desk staff, optimizing processes, and implementing best practices to improve efficiency and customer satisfaction.

In this role, the successful candidate will:

• Supervise and lead a team of support specialists, providing guidance, training, and support.
• Monitor and manage help desk performance metrics, ensuring timely resolution of technical issues.
• Develop and implement help desk policies, procedures, and best practices.
• Handle escalated technical issues and provide advanced troubleshooting assistance.
• Collaborate with other IT teams to address complex technical problems and improve overall service delivery.
• Maintain accurate records of help desk activities, including ticketing systems and customer interactions.
• Conduct regular performance reviews and provide feedback to support specialists.
• Stay updated on industry trends and emerging technologies to continuously improve help desk operations.
• Assist in the recruitment, onboarding, and training of new support specialists.
• Motivates and coaches employees by assessing employee performance and providing helpful feedback and training opportunities.
• Delegates tasks and manages progress to ensure successful completion of department objectives.
• Creates and reinforces a culture of teamwork and actively resolves conflicts within the team.
• Manages proactively by holding regular 1-on-1s and team meetings to ensure open lines of communication and professional development for direct reports.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse workforce.
• Other duties as assigned.

What does it take to be successful?

• Bachelor's degree in Information Technology, Computer Science, or equivalent combination of education, training, and experience.
• Proven experience in a help desk or technical support role.
• 1-3 years of people management experience required.
• Strong knowledge of computer systems, hardware, software, and networking.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience with help desk ticketing systems and remote support tools.
• Strong customer service orientation.
• Professional demeanor; able to express confidence and patience.
• Professional certifications such as CompTIA A+, ITIL, or HDI.
• Familiarity with IT service management (ITSM) best practices.
• Experience with Windows domain maintenance (AD).
• Experience administering and supporting Microsoft 365 technologies, including Azure AD, SharePoint, Teams, and OneDrive.
• Intermediate IP networking skills (DNS, DHCP, routing, etc.). (Preferred).
• Ability to learn technical concepts by reading work instructions and standard operating procedures and completing on-the-job training.
• Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred.

Our Awesome Benefits!

Working for a growing innovative company like Argen means exciting opportunities for training and learning, career development and advancement from only the best in the dental industry. With all that hard work, Argen is committed to ensuring the welfare of its employees and provides an amazing benefit package that includes:

• Health Plans
• Dental Plans
• Vision Plan
• 401k with Employer Match
• Paid Time Off and Paid Holidays
• Employee Events
• Wellness Programs
• Discounts for home, travel, entertainment, relaxation that includes Mobile phone service, Technology, Airline and Hotel, Theater/Theme Park tickets, Restaurants and so much more!

EOE/M/F/Vet/Disabled VEVRAA Federal Contractor