Customer Help Desk Associate Supervisor

Description

Supervises employees assisting external users of the organization's technical products or services by answering questions and solving problems involved in their use. Coordinates referrals to appropriate technical, professional, or service personnel for follow-up. Incumbents at this level 'lead and direct' a group of three or more individuals. There is virtually no authority for personnel actions normally associated with full supervisory status (e.g., salary increases, promotions, performance reviews, disciplinary actions). Coordinates the day-to-day operations of a group of employees. 'Leading and directing' is usually restricted to assigning, monitoring and reviewing progress and accuracy of work, directing efforts and providing technical guidance on more complex issues. Most of the work time is spent performing many of the same duties as subordinate employees. Under FLSA, incumbents in this position are nonexempt.