Corporate Helpdesk Supervisor

Job Details:

Job Location:

999 Corporate in Santa Fe Springs - Santa Fe Springs, CA 90670, Position Type:
Full Time, Salary Range: $75,000.00 - $78,000.00 Salary, Job Category:
Corporate, The Corporate Helpdesk Supervisor is responsible for the daily on-site support and supervision of the Corporate and Warehouse Help Desk function. This is a working management role responsible for directly handling tickets, escalations, troubleshooting, hardware support, account and access requests, telecom and mobile device support, and workflow coordination, in addition to coaching and assigning work to help desk staff.

The position supports corporate office and warehouse users, systems, equipment, and related IT services. The Corporate Helpdesk Supervisor must have strong technical troubleshooting, customer service, documentation, prioritization, and team leadership skills.

• Provide day-to-day operational supervision of Corporate Help Desk Analysts supporting corporate office and warehouse users.
• Serve as a working supervisor by directly handling tickets, walk-ups, escalations, troubleshooting, hardware replacements, and user support requests.
• Ensure the corporate and warehouse help desk meets company standards for service quality, response times, documentation, follow-through, and customer service.
• Prioritize, assign, monitor, and follow up on tickets to ensure timely resolution and clear communication with users and leadership.
• Support corporate and warehouse staff with desktops, laptops, workstations, printers, peripherals, phones and other mobile devices, software, network connectivity, and access-related issues.
• Administer and support user accounts, distribution groups, shared mailboxes, permissions, password resets, and related Active Directory/Microsoft 365 access requests according to company policy.
• Provide support and administration for corporate telecom systems, including GoTo/Jive, desk phones, softphones, voicemail, call routing, and related vendor escalations.
• Support company-issued mobile devices, including ordering, activation, troubleshooting, replacement coordination, inventory tracking, and carrier/vendor follow-up.
• Maintain, repair, replace, image, and deploy corporate desktops, laptops, peripherals, and related equipment as needed.
• Coordinate hardware inventory, asset tracking, equipment issuance, returns, replacements, recycling, and audit support for corporate and warehouse equipment.
• Provide basic network troubleshooting for corporate and warehouse users, including connectivity, Wi‑Fi, VPN, cabling, switch port, and printer/network device issues, escalating when needed.
• Manage daily support cases by verifying reported issues, gathering required information, isolating root cause, resolving the issue when possible, and escalating appropriately when needed.
• Document problems, resolutions, SOPs, recurring issues, and process changes in the knowledge base to improve consistency and reduce repeat tickets.
• Work with the Helpdesk & NOC Manager and Infrastructure team to identify recurring issues, service gaps, escalation needs, and opportunities to improve support workflows.
• Relay relevant updates from Infrastructure, Security, Systems, Telecom, and other IT groups to the corporate help desk team and impacted business users.
• Assist with onboarding, offboarding, user moves, equipment setups, conference room support, and other corporate/warehouse IT operational needs.
• Support projects involving corporate and warehouse technology rollouts, refreshes, office moves, vendor work, training, and process changes.
• Provide guidance, coaching, training, and technical support to Help Desk Analysts while remaining hands‑on in daily support work.
• Monitor team performance, ticket quality,…