Helpdesk Supervisor

• 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, * Help desk: 3 years (Preferred)
• IT Management: 3 years (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Rancho Cucamonga, CA 91730 (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Pay: $70,304 salary

Schedule: Monday- Friday

Pay: From $70,304.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

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.