The Helpdesk Supervisor shall have at least three (3) years of experience working in a helpdesk environment as a helpdesk technician/analyst. Job Responsibilities: Supervise the daily operations of the helpdesk, ensuring the delivery of high-quality technical assistance to end users. Coordinate call taking, triage, and dispatching activities to ensure timely resolution of issues. Provide telephone support and screening, effectively determining the nature of problems and escalating them as required. Oversee level 1 remediation activities and escalate calls for desk side/server side resolution. Utilize the InContact ACD system to interface with the FDNY phone system, directing, queuing, presenting, and recording calls in the order of receipt.