Help Desk Supervisor

Adriana's the largest insurance brokerage in Southern California, is seeking a results-oriented
Help Desk Supervisor
to lead and manage our technical support team. Our ideal candidate is highly organized, experienced in ticket-based support workflows, and skilled at driving team performance while maintaining high standards of service quality. This role combines hands‑on technical expertise with strong leadership and team management capabilities.

• Supervise, mentor, and manage the day‑to‑day operations of the help desk team
• Oversee ticket queues to ensure timely resolution, proper prioritization, and adherence to SLAs
• Drive team performance toward measurable results and key support metrics
• Troubleshoot and resolve escalated network issues and complex technical problems
• Oversee cable management standards and ensure clean, organized infrastructure
• Establish and enforce processes, documentation, and best practices for the support team
• Monitor team workload, schedules, and resource allocation to maximize efficiency
• Provide coaching, training, and performance feedback to team members
• Collaborate with other IT areas to ensure smooth issue resolution and communication

• Proven experience in a help desk or technical support role, with prior supervisory or team lead responsibilities
• Strong experience working with ticketing systems and managing ticket queues
• Solid understanding of network troubleshooting and issue resolution
• Hands‑on knowledge of cable management standards and best practices
• Excellent organizational skills and attention to detail
• Results‑oriented mindset with the ability to drive team performance
• Strong leadership, communication, and interpersonal skills
• Bilingual in both English and Spanish

• Relevant industry certifications (e.g., CompTIA A+, Network+, ITIL)
• Experience managing distributed or multi‑site support teams
• Familiarity with reporting and support performance metrics

Schedule:

Monday
- Friday plus one Saturday every 5-6 weeks