Help Desk Supervisor

Help Desk Supervisor

Position Summary
The Dedicated Help Desk Supervisor oversees a 24 x 7 team of Tier 1 & Tier 2 Support Engineers responsible for daily end-user support, ticket triage, and initial troubleshooting activities. This role provides operational leadership, ensures adherence to service-level expectations, and drives continuous improvement across help desk processes. The Supervisor partners cross-functionally with implementation teams, project managers, and technical leads to support new client onboarding, standardize procedures, and maintain long-term operational efficiency.

Key Responsibilities

Team Leadership & Performance Management

• Supervise and mentor a team of Tier 1 & Tier 2 Engineers, ensuring consistent service delivery and customer satisfaction.
• Monitor individual and team performance using KPIs, SLAs, quality metrics, and adherence expectations.
• Conduct regular coaching, 1:1s, performance evaluations, and skills development planning.
• Oversee scheduling, workload distribution, and escalation management to maintain adequate coverage.
• Provide 24x7 supervisory escalation coverage, supporting weekend, overnight, and off-hours teams by addressing operational issues, decision points, and management-level escalations as needed.

Operational Oversight

• Maintain day-to-day ownership of ticket queues, triage workflows, and incident resolution processes.
• Ensure all tickets are logged, categorized, prioritized, and resolved according to established procedures.
• Review and analyze dashboards, SLA trends, and operational reports to identify opportunities for improvement.
• Drive consistency in communication, documentation, and troubleshooting standards across the team.

Implementation & Onboarding Support

• Partner with the implementation team to prepare Tier 1 & Tier 2 engineers for new client deployments and transitions into steady-state operations.
• Assist in building and refining onboarding materials, including runbooks, SOPs, knowledge-base articles, and workflow guides.
• Coordinate training sessions for new and existing team members on client environments, tools, and expectations.
• Support post-go-live stabilization by monitoring early ticket patterns and ensuring proactive process adjustments.
• Participate in recruiting efforts for Tier 1 engineers and Tier 2, including candidate screening, interviews, and selection to ensure staffing readiness for new implementations and long-term support.

Process Development & Continuous Improvement

• Develop, document, and maintain Tier 1 & Tier 2 operational processes, including escalation paths, troubleshooting steps, and communication standards.
• Implement process enhancements to improve first-contact resolution, reduce escalations, and streamline workflows.
• Partner with leadership to define and refine help desk best practices, quality assurance frameworks, and service delivery models.
• Lead or contribute to improvement initiatives, innovation sessions, and periodic service reviews.

Customer & Stakeholder Engagement

• Serve as an escalation point for customer issues requiring supervisory intervention.
• Participate in client meetings, onboarding calls, and periodic service reviews as needed.
• Ensure alignment between client expectations and help desk capabilities by communicating updates, risks, and operational changes.
• Support relationship-building with internal teams (NOC, engineering, project management) to ensure seamless service delivery.

Required Qualifications

• 3–5 years of experience in a help desk or service desk environment, with at least 1–2 years in a supervisory or lead role.
• Strong understanding of Tier 1 & Tier 2 technical support workflows, incident management, and troubleshooting fundamentals.
• Experience with ITSM platforms (Autotask, ServiceNow, ConnectWise, or similar).
• Demonstrated ability to coach teams, manage performance, and drive operational excellence.
• Exceptional communication, documentation, and organizational skills.
• Ability to manage multiple priorities and thrive in a fast-paced, customer-centric environment.

Preferred Qualifications

• Experience supporting client onboarding or technical implementations.
• Familiarity with ITIL principles and service management best practices.
• Background in developing SOPs, knowledge-base articles, or training materials.
• Exposure to managed services, MSP operations, or multi-client environments.