Help Desk Supervisor

THIS ROLE IS NOT AVAILABLE FOR C2C, THIRD PARTY VENDORS or VISA SPONSORSHIP

The Help Desk Lead oversees the daily operations of the IT Help Desk to ensure end users receive effective and timely technical assistance with exceptional customer service. This position plays a critical role in managing help desk workflows, monitoring ticket activity, maintaining support documentation, and coordinating with internal technology teams. While this position currently has no direct reports, it serves as a key point of contact for escalated support requests and operational coordination.

• Oversee and coordinate the daily operations of the help desk.
• Monitor ticket queues in the help desk system to ensure timely and effective resolution of incidents and service requests.
• Develop, maintain, and update knowledge base articles and other help desk documentation.
• Upload and review knowledge base content to ensure accuracy and completeness.
• Train and install MDM (Mobile Device Management) software on BYOD devices.
• Manage and resolve support calls escalated to the End User Services Team.
• Coordinate and support video conferences in collaboration with IT coordinators, internal employees, and external clients.
• Administer FTP sites, including the creation of new sites and updates to existing configurations.
• Collaborate with the Infrastructure and Practice Support teams as needed.
• Serve as Tier 2 support for the End User Services team to resolve advanced issues.
• Participate in onboarding and training of new help desk staff, as assigned.
• Engage in ongoing professional development related to our client’s core applications and systems.

• Strong understanding of help desk policies, standards, and best practices.
• Proficiency with help desk ticketing systems and escalation procedures.
• Advanced knowledge of Microsoft Office Suite and Windows operating systems.
• Familiarity with telecommunications hardware and services.
• Experience using remote desktop tools and troubleshooting methods.
• Hands‑on experience with mobile device management platforms.
• Experience with FTP site creation, configuration, and maintenance.
• Excellent interpersonal, communication, and customer service skills.
• Strong diagnostic and problem‑solving skills with close attention to detail.
• Ability to maintain professionalism and confidentiality of sensitive information.
• Commitment to teamwork, dependability, and security compliance.

• Associate degree in Information Technology or related field required.
• Minimum of 4 years’ experience providing end‑user support in a Help Desk or IT support environment; experience in a legal or professional services setting preferred.

This position is based onsite in Columbus, Ohio, four days per week. The role requires availability during standard business hours, with occasional flexibility for company-wide events or urgent system issues.