Help Desk Shift Supervisor

Job Summary: The Help Desk Shift Supervisor is responsible for overseeing daily help desk operations during assigned shifts, ensuring timely resolution of technical issues and high-quality customer support. This role supervises help desk technicians, manages ticket queues, prioritizes incidents, and ensures service level agreements (SLAs) are met. The supervisor acts as the first point of escalation for complex technical issues and helps maintain operational efficiency across the support team.

Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.  The employer reserves the right to change or assign other duties to this position.  All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• Supervise and coordinate the activities of help desk technicians during assigned shifts
• Monitor ticket queues to ensure incidents and service requests are addressed promptly
• Ensure compliance with service level agreements (SLAs) and performance metrics
• Provide first level escalation support for complex or high priority issues
• Assign and prioritize support tickets based on urgency and impact
• Coach, mentor, and assist team members with troubleshooting and technical guidance
• Conduct shift handoffs and ensure accurate documentation of ongoing issues
• Maintain clear communication with IT management regarding critical incidents
• Monitor system alerts and ensure rapid response to outages or service disruptions
• Assist with incident management and problem resolution processes
• Maintain knowledge base documentation and operational procedures
• Ensure adherence to company IT policies, security standards, and best practices
• Generate shift reports and performance summaries for management

Job Requirements:

• Associate’s or Bachelors degree in information technology, Computer Science, or related field (or equivalent experience)
• 3-5 years of experience in IT help desk or technical support roles
• Prior leadership or supervisory experience preferred
• Strong knowledge of windows, macOS, common business applications, and basic networking
• Wxperience with ticketing systems and IT service management tools (e.g., ServiceNow, Jira Service Management, Zendesk)
• Excellent troubleshooting and problem solving skills
• Strong communication and customer service abilities

Work Environment & Physical Requirements:

• May require rotating shifts, weekends or on-call availability
• Fast-paced support environment with high ticket volumes
• Primarily office or remote IT support setting

Compensation & Benefits:

• Medical, dental, and vision insurance plans.
• Company-paid life insurance and long-term disability coverage.
• Optional supplemental benefits.
• Paid time off (PTO) starting in your first year of employment.
• Seven (7) paid holidays annually.
• 401(k) plan with safe harbor match, including both traditional and Roth options.
• Business casual office environment
• Employee referral program with bonus opportunities.