Help Desk Supervisor

Help Desk Supervisor Location: Boston, MA (Onsite) Top Requirements (Must-Have) 5+ years of Help Desk / Service Desk experience Prior experience leading or mentoring technicians Strong understanding of SLA management and ticket metrics Experience reviewing dashboards/reports and driving improvements Experience building and maintaining knowledge base documentation Big Plus Exposure to automation and AI-enabled service desk tools About the Role We are looking for a hands‑on Help Desk Supervisor to lead a team supporting a large, well‑known healthcare organization. This is a working leadership role in a fast‑paced, highly visible environment where service quality and uptime are critical. You’ll oversee daily support operations, ensure SLA performance, and use data to drive continuous improvement across the service desk. Key Responsibilities Lead, coach, and evaluate a team of help desk technicians Monitor ticket queues and enforce SLA adherence Review performance dashboards and reporting to identify trends and improve service delivery Provide ongoing mentoring, feedback, and performance management for technicians Maintain and improve knowledge base documentation and internal processes Partner with leadership and communicate updates, including with senior stakeholders Drive process improvements and identify opportunities for automation Qualifications Strong Help Desk / Service Desk background required Proven experience mentoring or supervising technical teams Experience working within SLA-driven environments Excellent communication skills with a strong customer focus Ability to operate in a fast‑paced, high-demand environment (healthcare experience is a plus) Environment Fast‑paced, mission‑critical support environment Collaborative, team‑oriented culture High‑impact role supporting healthcare operations Why This Role Opportunity to support a well‑known healthcare organization Exposure to modern tools and emerging technologies (AI/automation) Clear path for growth into leadership roles Job Type & Location This is a Contract to Hire position based out of Boston, MA. Pay and Benefits The pay range for this position is $40.00 - $45.00/hr. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Boston, MA. Application Deadline This position is anticipated to close on June 30, 2026. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems