Help Desk Supervisor

The IT Help Desk Supervisor is a working supervisor role that combines hands-on Level II technical support with day-to-day leadership of the help desk team. The majority of this person’s time is spent in the queue as a functional Level II technician - resolving escalations and supporting clients directly while also supervising, coaching, and coordinating the work of the Level I staff. This is a player-coach position for an experienced technician with a service-delivery background who is ready to step into a lead/supervisory capacity. Technical Responsibilities (Working Level II) Works the ticket queue as a functional Level II technician, resolving escalations and issues beyond first-level support across networking, servers, and end-user systems. Serves as the primary escalation point for Level I technicians, providing real-time troubleshooting guidance and second-level resolution. Coordinates with Level III engineers, vendors, and carriers as needed to drive complex issues to resolution. Performs hands-on support across Microsoft 365 / Exchange, Active Directory, Windows Server, networking, firewalls/VPN, backup/recovery, and end-user systems. Maintains ownership of customer communication and satisfaction, ensuring clients are kept informed through full resolution. Assists with servicing VOIP, SIP, SIP gateways, IADs, and PBX platforms. Supervisory Responsibilities Provides day-to-day supervision of the help desk team, including ticket triage, assignment, prioritization, and dispatch to balance workloads. Monitors response and resolution times against service-level agreements (SLAs) and takes appropriate action to keep work on track. Provides leadership, orientation, training, coaching, and mentoring to technicians, helping develop their skills over time. Assists with scheduling, staffing, interviewing, and routine performance feedback for the support team. Helps maintain and improve help‑desk processes, documentation, and knowledge‑based content in alignment with IT best practices. Acts as a working supervisor carrying a personal ticket load while overseeing the team. Performs hands‑on technician duties as required to meet service levels during periods of high volume or coverage gaps. Creates and maintains a work environment aligned with the organization’s goals and strategies, demonstrating a unified voice and consistent message from leadership. Actively supports all organizational policies and procedures in communications and interactions with staff and peers. Organizational Responsibilities Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety, and a high‑reliability organization; behavior supports the organization’s core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation. Technical Knowledge (Level II) Demonstrated working knowledge across the following is required: Networking fundamentals: routing, switching, IP addressing, DHCP, DNS, VLANs, and wireless (SSID, AP, 802.1x). Windows Server administration, Active Directory, and Group Policy. Microsoft 365 / Exchange administration and end‑user support. Firewalls, VPNs, and basic network security concepts. Backup, recovery, and basic virtualization concepts. Familiarity with VOIP / SIP and basic telecom concepts. Experience administering or supporting the following is preferred: ConnectWise (PSA and RMM) IT Glue (documentation) SentinelOne (endpoint protection) Education Associate or bachelor’s degree in information technology or a related field preferred. A combination of education, training, and experience may be considered in lieu of a degree. Work Experience Level II technical knowledge and experience required - the candidate must be able to independently resolve issues beyond first-level support (see Technical Knowledge above). Previous service‑delivery and Level II help desk experience required. Prior experience as a lead or senior technician (or other supervisory experience) in a help desk environment strongly preferred. Prior MSP (managed service provider) experience strongly preferred. 3+ years of help desk or technical support experience. Relevant certifications (e.g., CompTIA Network+ or Security+, Microsoft, or similar) a plus. Skills and Attributes Strong critical‑thinking skills and decisive judgment. Able to work under minimal supervision. Able to work in a fast‑paced environment and take appropriate action under pressure. Clear, professional communication with both clients and team members. Strong organizational skills and keen attention to detail. Ability to travel to local client sites as needed. Health, dental, and vision coverage. Generous vacation and paid time off (PTO) policy. #J-18808-Ljbffr