What are the responsibilities and job description for the IT Help Desk Supervisor position at Critical Project Services LLC?
We’re seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This role will oversee daily operations of the help desk, manage the ticketing system, and provide hands-on support for complex technical issues. The ideal candidate will have strong troubleshooting skills, leadership experience, and the ability to coordinate and mentor a team handling 1st, 2nd, and 3rd level support.
The compensation range for this full-time position includes base pay and target performance incentive. This position has a target total compensation range of $130,000 - $150,000. Base salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
Key Responsibilities:
- Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
- Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
- Provide technical guidance and hands-on support for 1st, 2nd, and 3rd level incidents and service requests.
- Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
- Monitor system performance and ticket trends to identify recurring issues and recommend long-term solutions.
- Collaborate with network, infrastructure, and application teams to resolve escalated issues.
- Train and mentor help desk staff to improve technical skills and customer service.
- Ensure consistent communication and documentation throughout the incident lifecycle.
- Participate in system upgrades, deployments, and other IT projects as needed.
Qualifications:
- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5 years of IT support experience, including at least 2 years in a supervisory or lead role.
- Strong knowledge of ticketing systems (e.g., ConnectWise PSA, ServiceNow, Jira, Zendesk, or similar).
- Proven ability to troubleshoot hardware, software, and network issues across Windows and/or Mac environments.
- Experience managing 1st, 2nd, and 3rd level support operations.
- Strong understanding of ITIL processes and best practices.
- Excellent leadership, communication, and organizational skills.
- Industry certifications such as CompTIA A , Network , or ITIL Foundation preferred.
Additional Notes:
Works in an office environment. Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.
Experience
Preferred- 5 year(s): 5 years of IT support experience, including at least 2 years in a supervisory or lead role.
Education
Preferred- Associates or better
- Bachelors or better
Skills
Preferred- Works well with others
- Problem-Solving
- Proficiency in Microsoft Office
- Leads and motivates teams
- Critical Thinking
- Clear communication
- Leadership & Team Management
- Time Management
Behaviors
Preferred- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity
- Leader: Inspires teammates to follow them
Motivations
Preferred- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Goal Completion: Inspired to perform well by the completion of tasks
- Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Salary : $130,000 - $150,000