Help Desk Supervisor

Position Summary

The IT Help Desk Supervisor is a working supervisor role that combines hands-on Level II technical support with day-to-day leadership of the help desk team. The majority of this person’s time is spent in the queue as a functional Level II technician - resolving escalations and supporting clients directly while also supervising, coaching, and coordinating the work of the Level I staff. This is a player-coach position for an experienced technician with a service-delivery background who is ready to step into a lead/supervisory capacity.

Technical Responsibilities (Working Level II)

• Works the ticket queue as a functional Level II technician, resolving escalations and issues beyond first-level support across networking, servers, and end-user systems.
• Serves as the primary escalation point for Level I technicians, providing real-time troubleshooting guidance and second-level resolution.
• Coordinates with Level III engineers, vendors, and carriers as needed to drive complex issues to resolution.
• Performs hands-on support across Microsoft 365 / Exchange, Active Directory, Windows Server, networking, firewalls/VPN, backup/recovery, and end-user systems.
• Maintains ownership of customer communication and satisfaction, ensuring clients are kept informed through full resolution.
• Assists with servicing VOIP, SIP, SIP gateways, IADs, and PBX platforms.

Supervisory Responsibilities

• Provides day-to-day supervision of the help desk team, including ticket triage, assignment, prioritization, and dispatch to balance workloads.
• Monitors response and resolution times against service-level agreements (SLAs) and takes appropriate action to keep work on track.
• Provides leadership, orientation, training, coaching, and mentoring to technicians, helping develop their skills over time.
• Assists with scheduling, staffing, interviewing, and routine performance feedback for the support team.
• Helps maintain and improve help-desk processes, documentation, and knowledge-based content in alignment with IT best practices.
• Acts as a working supervisor carrying a personal ticket load while overseeing the team.
• Performs hands-on technician duties as required to meet service levels during periods of high volume or coverage gaps.
• Creates and maintains a work environment aligned with the organization’s goals and strategies, demonstrating a unified voice and consistent message from leadership
• Actively supports all organizational policies and procedures in communications and interactions with staff and peers.

Organizational Responsibilities

• Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety, and a high-reliability organization; behavior supports the organization’s core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation.

Technical Knowledge (Level II)

• Demonstrated working knowledge across the following is required:
• Networking fundamentals: routing, switching, IP addressing, DHCP, DNS, VLANs, and wireless (SSID, AP, 802.1x).
• Windows Server administration, Active Directory, and Group Policy.
• Microsoft 365 / Exchange administration and end-user support.
• Firewalls, VPNs, and basic network security concepts.
• Backup, recovery, and basic virtualization concepts.
• Familiarity with VOIP / SIP and basic telecom concepts.

Tools & Environment

Experience administering or supporting the following is preferred:

• ConnectWise (PSA and RMM)
• IT Glue (documentation)
• SentinelOne (endpoint protection)
• Duo (multi-factor authentication)
• ThreatLocker (application allowlisting / zero trust)

Education

• Associate or bachelor’s degree in information technology or a related field preferred. A combination of education, training, and experience may be considered in lieu of a degree.

Work Experience

• Level II technical knowledge and experience required - the candidate must be able to independently resolve issues beyond first-level support (see Technical Knowledge above).
• Previous service-delivery and Level II help desk experience required.
• Prior experience as a lead or senior technician (or other supervisory experience) in a help desk environment strongly preferred.
• Prior MSP (managed service provider) experience strongly preferred.
• 3 years of help desk or technical support experience.
• Relevant certifications (e.g., CompTIA Network or Security , Microsoft, or similar) a plus.

Skills and Attributes

• Strong critical-thinking skills and decisive judgment
• Able to work under minimal supervision.
• Able to work in a fast-paced environment and take appropriate action under pressure.
• Clear, professional communication with both clients and team members.
• Strong organizational skills and keen attention to detail.
• Ability to travel to local client sites as needed.

Benefits

• Health, dental, and vision coverage.
• Generous vacation and paid time off (PTO) policy.