Supervisor of IT Help Desk

Overview

Compensation: $70,000 - $100,000 based on experience and credentials

Location Type: Hybrid, a flexible work model blending in-office and remote working

The Supervisor of IT Service Desk oversees the daily operations of the IT Service Desk staff to ensure end users receive the appropriate assistance. Key responsibilities include managing all procedures related to identifying, prioritizing, and resolving end‑user help requests. This individual will monitor, track, and coordinate help desk functions. An ideal candidate will contribute to problem resolution by giving hands‑on support to end users.

• Supervise the daily operations of the IT Service Desk
• Support technology‑related incidents and issues to ensure the accuracy of projects and tasks to meet timelines
• Manage skillsets and monitor wait times
• Establish service‑level agreements and problem‑resolution expectations for the help desk
• Analyze the performance of Service Desk activities and documented resolutions to identify problem areas and deliver solutions that enhance the quality of service and prevent future problems
• Conduct periodic staff meetings to discuss topics of concerns from staff and business units
• Evaluate, resolve, and report daily service and departmental efficiencies
• Manage the preparation of assigned monthly operations reports for IT Management
• Delegate responsibilities to staff and monitor progress
• Set goals and objectives for team members to achieve operational results
• Guide staff in developing action plans to achieve operational results
• Monitor overall progress to ensure department goals are met and high‑quality member service is maintained
• Hire, train, coach, appraise, and reward staff, acknowledge staff feedback or concerns
• Manage personnel activities of staff, such as performance appraisals or disciplinary matters
• Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities
• Cultivate a strong team by building trust among the members
• Attend educational events to increase professional knowledge

• Associate’s degree in a computer‑related field (A comparable combination of work experience and training may be substituted for education requirements.)
• 5+ years of Information System experience
• Ability to maintain a high level of confidentiality
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail‑oriented, and organized with task management
• Ability to analyze and resolve complex problems
• Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand

• AI & Machine Learning
• Analytics
• Customer Service
• Leadership

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year