Supervisor, Helpdesk Services

Supervisor, Helpdesk Services

The Supervisor, Helpdesk Services is responsible for leading the Philadelphia Phillies Help Desk and overseeing the delivery of end-user support services. This hands-on leadership role balances team development, operational ownership, technical expertise, and project execution, and requires a self-starter who takes initiative and drives work forward with limited direction.

Success in this role requires strong judgment and the ability to navigate a dynamic and nuanced environment, prioritize effectively, make sound independent decisions, and recognize when issues require escalation or leadership involvement.

Job Duties & Responsibilities:

• Lead and develop the Help Desk team, establishing clear expectations, coaching and mentoring staff, removing obstacles, fostering professional growth, accountability, and excellent customer service.
• Own the day-to-day operation of the Help Desk, including the ticket queue, support demand, team workload, priorities, and emerging issues. Ensure requests and incidents are appropriately prioritized, assigned, and resolved in accordance with service expectations and SLAs.
• Serve as a senior technical resource and escalation point, providing hands-on support and guidance on complex issues while maintaining the technical knowledge necessary to effectively lead the support function.
• Exercise sound judgment and independent decision-making, considering urgency, business impact, organizational context, and competing priorities to determine the appropriate course of action and when leadership involvement or escalation is necessary.
• Understand the organization's technology environment, business operations, processes, and priorities to make informed decisions, anticipate support needs, and understand the impact of organizational initiatives.
• Proactively identify and implement operational improvements to processes, workflows, documentation, tools, service delivery, and team efficiency.
• Lead projects and operational initiatives through completion, coordinating stakeholders and resources, resolving obstacles, and communicating progress, risks, decisions, and operational trends to leadership.
• Partner with Technology Services teams and business units to coordinate technology needs, staffing, and resources for normal operations, game days, Spring Training, projects, and special events.
• Oversee the lifecycle management of technology assets, including procurement, deployment, inventory, replacement, decommissioning, and assisting with budgeting.
• Work with Technology Services leadership to implement and continuously improve IT service-management practices, standards, and procedures.
• Participate in gameday, event, after-hours, and on-call support, including select nights and weekends as business needs require.

Skills & Qualifications:

• Bachelor's degree in Management Information Systems, Computer Science, Information Technology, or a related field; relevant experience and/or certifications may be considered in lieu of a degree.
• 13 years of technical support experience in a supervisory, management, or team-lead capacity, including experience coaching and developing employees.
• Strong leadership, judgment, and problem-solving skills, with demonstrated initiative, the ability to navigate ambiguity and competing priorities, make independent decisions, and recognize when escalation is appropriate.
• Experience leading projects or operational improvements through implementation and coordinating effectively across teams.
• Strong written, verbal, and interpersonal communication skills, with customer service orientation and the ability to communicate effectively with technical and non-technical audiences.
• Ability to manage multiple priorities in a fast-paced environment and quickly learn unfamiliar technologies and solutions.
• Understanding of IT Service Management concepts and best practices; experience with formal ITSM frameworks is preferred.
• This role regularly requires sitting, standing, walking, and transporting equipment throughout the ballpark. Candidates should be able to lift approximately 3050 pounds and be comfortable with moderate physical activity.
• Bilingual proficiency in English and Spanish is highly preferred.

Preferred Technical Experience:

• Administration of desktop and mobile operating systems (Windows 10/11, macOS, iOS/iPadOS, Android) within enterprise environments
• Experience in managing enterprise productivity suites (Microsoft 365, Google Workspace) and collaboration platforms (Slack, Zoom, Box, Dropbox)
• Experience supporting ITIL-aligned service desk operations, ticketing lifecycle, and incident management using tools such as ServiceNow, Jira Service Management, or Zendesk
• Experience in deployment, policy configuration, and compliance monitoring via MDM tools (Microsoft Intune, Jamf Pro, VMware Workspace ONE, Ivanti)
• Experience managing user lifecycles, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and directory services (Okta, Microsoft Entra ID / Active Directory, Ping Identity)
• Experience in SaaS management, VoIP/cloud telephony, conference room AV systems (e.g., Zoom Rooms, Teams Rooms), network printing, and peripheral hardware support.

The Phillies is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.