Help Desk Supervisor

About the job Help Desk Supervisor

Our MSP client in Oklahoma City is seeking a hands-on Help Desk Supervisor to lead their front-line technical support team. This is a full-time, exempt role reporting to the Help Desk Manager, with a salary range of $65,000 - $72,000/year depending on experience. The position is 100% on-premises in OKC.

This is a leadership opportunity for someone who thrives in a multi-client MSP environment, understands the urgency of ticket flow, and knows how to coach technicians while keeping SLAs on track. If you've got a knack for mentoring, metrics, and client service, and you're ready to grow with a high-performing team, this could be your next move.

Key Responsibilities

• Lead and mentor help desk technicians through coaching, shadowing, and performance check-ins.
• Conduct regular 1:1s to support career development and technical growth.
• Maintain training and certification plans for each team member.
• Oversee daily ticket queue management and ensure SLA compliance.
• Enforce process standards, including:
  • Timely ticket updates and status changes in Connect Wise
  • Accurate time entry and internal/external documentation
  • Backup monitoring and verification
• Review and approve weekly timesheets and Paycom timecards.
• Monitor KPIs, address performance issues, and report trends to leadership.
• Build strong client relationships and advocate for IT solutions that improve their experience.
• Participate in recruiting, onboarding, and team development.
• Recommend and implement process improvements to boost efficiency and service quality.

What You Bring

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• 3-5 years in MSP support, including 1-2 years in a supervisory or lead role.
• Strong understanding of multi-client environments and help desk operations.
• Valid Oklahoma driver's license and clean driving record.

Technical Proficiency

• Windows and macOS support
• Microsoft 365/Office 365 administration
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN
• Familiarity with RMM tools, Connect Wise, and ITSM platforms
• Backup solutions, cybersecurity best practices, and cloud platforms (Azure/AWS)

Leadership & Communication

• Proven ability to coach and develop technicians
• Strong reporting and analytics skills (KPIs, SLAs, client satisfaction)
• Experience with workload balancing and escalation management
• Excellent verbal and written communication to translate tech for non-tech audiences
• Client-first mindset with a calm, solutions-oriented approach

Bonus Points

• Certifications:
  
  CompTIA A+, Network+, Security+ (preferred but not required)
• Strong organizational skills and a proactive attitude
• Team-building mindset and a desire to lead by example

Location & Physical Requirements

• On-site in Oklahoma City (no remote option)
• Must be able to stand, bend, squat, or sit for extended periods
• Manual dexterity is required for handling equipment and controls

If you're ready to lead a high-performing help desk team in a fast-paced MSP environment, let's connect. This is a great opportunity to make an impact while growing your leadership career in IT support. My email is d