Help Desk Supervisor
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-09-12
Listing for:
firstPRO US
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Our client is seeking an experienced Help Desk Supervisor to lead the day-to-day operations of a high-performing IT support team. This role will oversee Help Desk staff, ensure timely resolution of technical issues, maintain service-level standards, and deliver an exceptional end-user experience.
The ideal candidate will be a hands-on IT support leader with strong troubleshooting skills, excellent communication abilities, and experience managing a team in a fast-paced environment.
Key Responsibilities- Supervise and support the daily operations of the Help Desk team.
- Lead, coach, mentor, and develop Help Desk technicians to improve technical performance and customer service.
- Monitor ticket queues, prioritize incidents, and ensure issues are resolved within established SLAs.
- Serve as an escalation point for complex technical issues and high-priority incidents.
- 3–5+ years of experience in Help Desk, Service Desk, Desktop Support, or IT support.
- 1–3+ years of experience supervising, leading, or mentoring technical support staff.
- Strong understanding of IT support processes, incident management, and ticket prioritization.
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