Helpdesk Supervisor - IT

Location: Washington, DC (Hybrid)

Note: No third-party candidates please.

Role Summary

Were looking for an IT Service Desk Supervisor to guide a team responsible for day-to-day user support across a busy environment. This role focuses on team leadership, service quality, ticket flow management, and hands-on support for escalated issues. The Supervisor works closely with the IT Support Manager and other technical teams to ensure users have a dependable and positive support experience.

Core Responsibilities

Team Leadership

• Provide daily direction to Service Desk Analysts, including workload planning and shift coverage.
• Coach team members, support skill development, and participate in performance discussions.
• Foster a service-oriented, collaborative environment focused on responsiveness and accuracy.
  
  
  

Service Desk Operations

• Oversee ticket intake, routing, and resolution to ensure timely handling of support requests.
• Monitor ticket queues, escalate when needed, and step in on complex or time-sensitive issues.
• Keep documentation and internal procedures current and easy for analysts to follow.
  
  
  

Service Quality & Improvements

• Track key performance indicators and provide regular updates to leadership.
• Look for recurring issues or bottlenecks and recommend practical improvements.
• Contribute to updates in support processes, user guides, and training materials.
  
  
  

Cross-Functional Work

• Coordinate with other IT teams on system updates, rollouts, and troubleshooting.
• Ensure the Service Desk has the right information and tools to support new or existing systems.
• Assist with small projects, equipment refresh efforts, and user-facing initiatives.
  
  
  

Qualifications

• Associate degree or equivalent experience.
• Experience supervising or leading a Service Desk or Help Desk team.
• Familiarity with ITIL concepts (certification is a plus).
• Strong understanding of Windows environments and Microsoft Office applications.
• Experience with ticketing systems and service desk reporting tools.
• Ability to troubleshoot desktops, laptops, printers, and related hardware.
• Clear communication skills and the ability to work with staff at all levels.
• Comfortable coordinating multiple priorities in a fast-moving environment.
• Strong judgment, professionalism, and the ability to handle confidential information.
• Background in professional services is helpful but not required.
  
  
  

Who Thrives In This Role

• A steady team leader who brings structure and consistency.
• Someone who can balance hands-on support with oversight responsibilities.
• A person who pays attention to patterns, looks ahead, and suggests improvements.
• Someone who enjoys helping people and keeping operations running smoothly.