Helpdesk Supervisor (OH)

Kwest Helpdesk Supervisor Position Description

Position: Helpdesk Supervisor

Report to: IT Manager

Job Description Overview

The Helpdesk Supervisor leads the daily operations of Kwest Group’s Helpdesk, acting as both a hands-on technical lead and the first point of escalation. This role is responsible for supervising Helpdesk Technicians, resolving complex issues, and ensuring disciplined, consistent service delivery across the company.

Key focus areas include:

• SLA compliance and ticket responsiveness
• Backlog management and performance tracking
• Team accountability and coaching
• Quality documentation and ticket workflow
• Execution of assigned IT initiatives and deployments

Regular travel to regional offices, job sites, and satellite locations is required to ensure consistent service standards across Kwest’s footprint. The Helpdesk Supervisor also participates in the on-call rotation to maintain service coverage outside of normal business hours.

Salary: $76,000.00

Responsibilities

• Supervise Helpdesk Technicians and oversee daily performance
• Conduct regular one-on-one meetings for feedback and development
• Monitor ticket queues and reassign work to control backlog
• Enforce SLA compliance and documentation standards in Zendesk
• Review low-satisfaction tickets and provide technician coaching
• Resolve complex or aging support issues directly
• Serve as the first escalation point for Microsoft 365, endpoint, mobile, and networking issues
• Ensure escalated tickets are complete, documented, and properly routed
• Standardize troubleshooting practices and internal documentation
• Lead or support IT deployments, upgrades, and infrastructure rollouts
• Travel to support deployments and maintain IT standards across offices
• Track project milestones and report progress to the IT Manager
• Monitor Helpdesk KPIs, including Response Time, Resolution Time, Reopen Rate, and Ticket Aging
• Identify performance gaps and implement corrective actions
• Deliver regular performance and operational updates to the IT Manager

Requirements and Qualifications

• 4–6 years of progressive IT support experience
• Experience serving as a technical lead or escalation point
• Strong troubleshooting skills across Microsoft 365, networking, and endpoint support
• Familiarity with Active Directory and Microsoft 365 administration
• Experience with Zendesk or similar ticketing systems
• Demonstrated ability to coach, supervise, and develop team members
• Ownership mindset and strong sense of operational discipline
• Clear communication and a service-oriented approach
• Preferred Certifications:
• CompTIA A / Network
• Microsoft 365 Fundamentals or Administrator
• ITIL Foundation
• Azure or other advanced technical certifications (a plus)
• Ability to interact efficiently at all levels and across diverse cultures
• Flexibility to shifting requirements and priorities
• Must be able to work flexible hours, including evenings and weekends as required
• This position is based on a 45–55-hour workweek

Working Conditions & Physical Demands

• Frequently required to sit; talk or hear; and use hands to handle, or touch objects or controls.
• Regularly required to stand and walk. On occasion, the team member may be required to stoop, bend, or reach above the shoulders.
• Must occasionally lift up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The team member must be able to differentiate and/or identify colors.
• Must have knowledge of occupational hazards in the construction field and standard safety practices. Must be able to pass the 30 Hour OSHA testing and First Aid/CPR requirements before starting work.
• Must complete and meet requirements under the physical demands of this job description through a pre-employment physical examination.

About Kwest Group

At Kwest Group, we are driven by a clear mission: to lead the civil construction industry through an unwavering commitment to safety, quality, and customer service. As a 100% employee-owned company (ESOP), we empower our team members to take ownership of every project, fostering innovation and excellence from concept to completion. Central to our mission is a steadfast commitment to ensuring zero harm to every team member on every project. This commitment to zero harm is complemented by a comprehensive focus on total human health.

Founded in 2003, Kwest Group has grown from its roots in Port Clinton, Ohio, to become a trusted partner across the United States and the Caribbean. Our journey is defined by building strong, lasting relationships with our clients, grounded in mutual trust, integrity, and a deep understanding of their unique needs.

Core Values

Our core values—Safety, Quality, and Customer Service—are the pillars that support everything we do. These values guide our decisions, shape our culture, and ensure that every project meets the highest standards.

Core Focus

Our core focus is to enrich the lives of our team members by fostering strategic growth and profitability, ensuring a safe, thriving, and values-driven company. We believe that by investing in our people, we create a foundation for long-term success that benefits our clients, team members, and communities

Our Niche

Kwest Group excels in performing complex civil construction projects safely. Our expertise enables us to tackle the most demanding projects with confidence, delivering exceptional results that our clients can rely on.

Target Market

Our target market includes energy, industrial, public, federal, and rail clients across the United States, with particular emphasis on the Midwest, Appalachia, and Southeast regions. We remain open to engaging with like-minded partners from any location when the right opportunity arises. We seek clients who exhibit financial stability, align with our core values, foster collaborative relationships, and share a forward-thinking perspective.

Four Uniques

Kwest Group stands out in the industry with our four uniques:

• Safety Priority: Safety is ingrained in our culture and is our foremost commitment on every project.
• Agile Team: Our adaptable and responsive team is capable of quickly adjusting to the evolving needs of our clients and projects.
• Collaborative Construction Services: We foster strategic partnerships and interconnected relationships to deliver superior outcomes.
• Team Integrity Focus: Integrity guides our team’s actions, ensuring transparency, fairness, and accountability throughout our organization.

Our dedication to safety and excellence has been recognized industry wide. Kwest Group was honored as the Associated Builders and Contractors (ABC) 2024 Contractor of the Year and has received national safety recognition awards from prestigious organizations like ABC and the Associated General Contractors of America (AGC).

At Kwest Group, we are also dedicated to making a positive impact beyond our project sites. Our Environmental, Social, and Governance (ESG) initiatives reflect our commitment to responsible business practices, from reducing our carbon footprint to fostering a diverse and inclusive workplace.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EEO

Kwest Group maintains a non-discrimination policy for all team members and applicants in every facet of the company’s operations. In compliance with federal and state laws, Kwest Group recruits, hires, trains, and promotes all qualified team members, in all job titles, without unlawful discrimination based on race, color, creed, religion, sex, gender identity or expression, sexual orientation, pregnancy, age, citizenship, national origin, disability, veteran status or genetic information.