IT Help Desk Supervisor

Location: DFW
Department: DEPADM

We’re seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This role will oversee daily operations of the help desk, manage the ticketing system, and provide hands‑on support for complex technical issues. The ideal candidate will have strong troubleshooting skills, leadership experience, and the ability to coordinate and mentor a team handling 1st, 2nd, and 3rd level support.

This position is fully on‑site at our current North Dallas office and will be moving to West Plano by the end of the year.

• Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
• Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
• Provide technical guidance and hands‑on support for 1st, 2nd, and 3rd level incidents and service requests.
• Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
• Monitor system performance and ticket trends to identify recurring issues and recommend long‑term solutions.
• Collaborate with network, infrastructure, and application teams to resolve escalated issues.
• Train and mentor help desk staff to improve technical skills and customer service.
• Ensure consistent communication and documentation throughout the incident lifecycle.
• Participate in system upgrades, deployments, and other IT projects as needed.

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of IT support experience, including at least 2 years in a supervisory or lead role.
• Strong knowledge of ticketing systems (e.g., Connect Wise PSA, Service Now, Jira, Zendesk, or similar).
• Proven ability to troubleshoot hardware, software, and network issues across Windows and/or Mac environments.
• Experience managing 1st, 2nd, and 3rd level support operations.
• Strong understanding of ITIL processes and best practices.
• Excellent leadership, communication, and organizational skills.

• Industry certifications such as CompTIA A+, Network+, or ITIL Foundation preferred.

We believe your best work happens when you feel supported - professionally, personally, and financially. That’s why we offer a range of benefits designed to help you thrive, stay healthy, and plan for the future.

• Performance-driven rewards – Competitive pay with incentive opportunities that recognize your results and contributions.
• Comprehensive healthcare – Medical, dental, and vision coverage that supports you and your family’s total well‑being.
• Security and peace of mind – Life and disability insurance programs that provide protection when it matters most.
• Flexible benefits options – A variety of voluntary benefits so you can personalize coverage to fit your needs.
• Time to recharge – Generous paid time off to relax, travel, and maintain a healthy work‑life balance.
• Investing in your growth – Education assistance and tuition support to help you build skills and advance your career.
• Planning for the future – Retirement and savings programs that help you achieve long‑term financial confidence.

At Integra, we’re driven by a vision to transform the data center industry. We specialize in delivering optimized turnkey solutions that bring together speed, quality, and reliability - helping our clients build and operate the mission‑critical infrastructure that powers today’s digital world. Integra is a vertically integrated company - owning and managing every phase of the process from site selection and design to…