Supervisor, IT Helpdesk
Core
Provide daily oversight of the Helpdesk team to ensure prompt and efficient IT support for internal colleagues.
Role type
Mid-level IT Helpdesk Supervisor
Builds
Internal IT support operations and service quality
Domain
Enterprise IT Support / Helpdesk Operations
Deliverable
Dashboards & analysis (via ticket metrics/SLAs) and client delivery (internal users)
Required skills
Team leadership, SLA management, process improvement, staff scheduling, 1:1 coaching, regional meeting facilitation, cross-functional collaboration, ticket triage and escalation, hardware troubleshooting, desktop hardware repair, user/group administration (Okta, Google Workspace), Mac/Windows configuration, networking fundamentals, VoIP softphone deployment
Preferred skills
Multi-lingual communication
Technologies
Okta, Google Workspace, macOS, Windows, VoIP softphones
Responsibilities
Guide Helpdesk staff on procedural, policy, and technical questions; Ensure SLAs are met; Manage direct reports' schedules; Conduct biweekly 1:1s; Lead weekly regional meetings; Mentor and train staff; Assist with ticket handling including escalations and surges
Seniority
Mid-level, hands-on IC with people management
