Job Description
Job Description
Position Summary
The Help Desk Supervisor leads day-to-day Operations for the IT Service Desk, overseeing technical support specialists, ticket escalation paths, and service-level agreement (SLA) metrics. This role is responsible for ensuring fast, efficient, and customer-focused resolution of technical issues across the organization while mentoring staff, optimizing support workflows, and maintaining IT asset standards.
Key Responsibilities
Team Leadership & Management
- Lead, recruit, train, and mentor the Help Desk support team, fostering a high-performance, customer-centric service culture.
- Schedule shift coverage, manage escalation rosters, and monitor daily agent performance and ticket queues.
- Conduct regular performance reviews, team meetings, and continuous technical training sessions.
Operations & SLA Management
- Monitor ticketing queues (e.g., ServiceNow, Zendesk, Jira) to ensure issues are prioritized, triaged, and resolved within established SLAs.
- Function as the primary escalation point for unresolved Tier 1/2 technical issues and high-impact incidents.
- Develop, document, and update standard operating procedures (SOPs), knowledge base articles, and end-user self-service guides.
- Track critical KPIs—including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), ticket volume, and customer satisfaction (CSAT) scores—and report trends to IT leadership.
Systems & Asset Administration
- Oversee user onboarding/offboarding workflows, ensuring proper provisioning of hardware, software licenses, and access rights (Active Directory / Entra ID, Google Workspace, Microsoft 365).
- Manage hardware inventory, asset tracking, peripheral procurement, and laptop deployment processes.
- Collaborate with Infrastructure and Security teams to communicate scheduled maintenance, system outages, and security compliance policies.
Qualifications & Requirements
- Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
- Experience:
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- 7+ years of progressive IT Help Desk / Technical Support experience.
- 3–4+ years in a supervisory, team lead, or senior escalation role.
- Technical Skills:
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- Proficiency with ticketing systems (Jira Service Management, ServiceNow, Zendesk, etc.).
- Hands-on experience with Windows OS, macOS, Active Directory / Entra ID, Microsoft 365 / Google Workspace administration, and MDM solutions (Intune, Jamf).
- Solid understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
- Certifications (Preferred): ITIL Foundation, CompTIA A+, Network+, or Security+.