Supervisor, Technical Support

NA Help Desk Supervisor

As the NA Help Desk Supervisor, you'll lead our North American IT support team while remaining hands-on in solving complex technical challenges. This "player-coach" role combines leadership, technical expertise, and customer service to ensure our employees receive exceptional IT support. You'll help drive operational excellence, mentor team members, and keep our technology running smoothly across multiple locations.

• Lead and support the North America IT Support team across multiple locations

• Coach, mentor, and develop support team members through training and career development

• Serve as the escalation point for complex technical issues and high-priority incidents

• Manage daily IT support operations, including hardware, software, email, printing, and telecommunications support

• Oversee onboarding and offboarding processes, ensuring employees have the right access and equipment

• Partner with local sites and department leaders to address technology needs and improve service

• Manage helpdesk ticket workflows, service levels, reporting, and continuous improvement initiatives

• Track key metrics including ticket volumes, response times, resolution times, and customer satisfaction

• Oversee software licensing, subscription renewals, and hardware asset management

• Coordinate Windows updates, patching schedules, operating system upgrades, and hardware refreshes

• Support Microsoft 365, Microsoft Entra , Active Directory, and other enterprise platforms

• Collaborate with global IT teams on projects, standards, and best practices

• Develop and maintain IT procedures, documentation, and knowledge resources

• Assist with budgeting, technology planning, and operational improvements across the organization

• 5+ years of IT support experience with increasing responsibility

• Experience leading teams and supporting multiple locations

• Strong knowledge of client hardware, including desktops, laptops, docking stations, and monitors

• Experience with Microsoft 365, Teams, Outlook, One Drive, SharePoint, Word, Excel, and Power Point

• Working knowledge of Active Directory, user management, and security groups

• Excellent troubleshooting and problem-solving skills

• Strong communication and customer service abilities

• Ability to balance technical work with leadership responsibilities

• Experience working independently while collaborating with larger teams

• Passion for technology and learning emerging tools and solutions

• Lead a team that keeps our business connected and running smoothly

• Work with talented IT professionals across North America and globally

• Make a direct impact on employee experience and operational success

• Gain exposure to a wide range of technologies and business functions

• Join a company that values innovation, collaboration, and continuous improvement

• A customer-first mindset and passion for helping others

• Strong leadership and coaching abilities

• Excellent organizational and time-management skills

• Ability to prioritize competing demands and adapt to change

• Confidence making decisions in a fast-moving environment

• Strong attention to detail and commitment to service excellence

• A collaborative approach and desire to continuously improve processes and support experiences