Help Desk Supervisor

Cedar Rapids, Hybrid, Cedar Rapids, IA, USA

Help Desk Supervisor

UFG is currently hiring for a Help Desk Supervisor who will be responsible for overseeing the daily operations of the Help Desk team, ensuring timely, high-quality technical support for end users.

The supervisor ensures consistent service delivery, adherence to SLAs, and a positive user experience, while also mentoring team members and coordinating escalations to higher support tiers when necessary. The ideal candidate will bring strong technical knowledge, proven leadership skills, and the ability to foster collaboration across IT teams to continuously improve end‑user support services.

Success in this role requires strong people leadership, operational discipline, and a passion for delivering technology support that empowers users and supports business productivity at scale.

Team Leadership and Service Delivery

• Supervise and mentor Help Desk team members, providing coaching, development, and performance feedback.
• Manage daily staffing, ticket queues, and workload distribution to ensure appropriate coverage and timely resolution of issues.
• Foster a customer‑first culture centered on responsiveness, professionalism, and accountability.
• Provide clear communication to the team regarding organizational or procedural changes.

Operational Excellence and Support Standards

• Oversee the intake, triage, and escalation of help desk requests, ensuring requests are logged, categorized, and prioritized appropriately.
• Monitor SLA performance and report on team metrics, identifying areas for improvement.
• Ensure compliance with established policies, procedures, and ITIL‑based service management practices.
• Promote use of ITSM tools (e.g., JIRA/JSM, Confluence) to manage tickets, track performance, and document solutions.
• Identify opportunities to streamline workflows through automation, knowledge base expansion, and self‑service tools.

Cross‑Team Collaboration and Escalation Management

• Partner with Technology Operations and Delivery teams to ensure efficient escalations and resolution of complex issues.
• Collaborate with Infrastructure, Application Engineering, and Delivery teams to support testing and validation of new systems and applications from the end‑user perspective.
• Act as an escalation point for unresolved or complex help desk issues.
• Contribute to enterprise projects by representing the Help Desk team in planning, testing, and deployment activities.

Inventory and Capacity Management

• Support tracking and reporting of hardware, software, and peripheral inventory related to Help Desk operations.
• Ensure accurate, up‑to‑date knowledge base articles and documentation are created and maintained.
• Support compliance and audit efforts by ensuring processes and documentation are complete and audit ready.

Project and Cross‑Team Collaboration

• Manage team workload and project assignments, ensuring work is aligned with priority, scope, and available capacity.
• Participate in enterprise initiatives and cross‑functional projects, representing the Help Desk perspective in planning, design, and deployment phases.

• Bachelor’s degree in information technology, Computer Science, MIS, or equivalent work experience in an enterprise technology environment.

• 5+ years of IT support or help desk experience.
• 2+ years of leadership experience in a service desk/help desk environment, including team supervision or project leadership.
• Demonstrated experience with ticketing systems, reporting, and SLA management.

• While no certifications are specifically required for this position, the employee is expected to remain up to date with changes in technology and enterprise‑level management, particularly as they are relevant to the insurance industry. Some certifications that might be useful include:
• Microsoft 365 Administrator Expert
• ITIL 4 Foundation or Managing Professional

• General office environment with occasional travel to branch offices.
• Up to 10% travel which may include overnight stays.
• May require off‑hours availability to handle escalations or critical issues.