Helpdesk Supervisor

Tech Guardian is looking for a Helpdesk Supervisor to lead the daily performance, quality, and accountability of our service desk team., Supervise the daily performance of helpdesk and service technicians Coach, mentor, and support technicians to improve service quality, communication, documentation, and follow-through Hold team members accountable for ticket updates, time entries, documentation, client communication, and company procedures Monitor ticket boards throughout the day to make sure work is moving properly Identify stale tickets, overdue tickets, SLA risks, client concerns, and tickets needing escalation Help ensure clients receive timely, professional, and accurate communication Review tickets for quality, completeness, documentation, and professionalism Support technicians with prioritization, troubleshooting direction, and escalation decisions Serve as an escalation point for client service concerns, ticket handling issues, and technician performance issues Assist with technical escalations when needed, based on experience and ability Help improve service desk workflows, ticket handling standards, SOPs, and client communication templates Assist with onboarding and training new technical team members Identify skill gaps and recommend training or process improvements Help maintain a positive, accountable, and client-focused team culture Participate in regular service team meetings and technician check-ins Report service desk concerns, trends, bottlenecks, and improvement opportunities to management Support company goals related to client satisfaction, SLA performance, ticket quality, technician productivity, and service consistency Help ensure after-hours and emergency procedures are followed when needed Learn and apply MSP and IT service best practices, Work from our office in Lake Elsinore, CA This is an in-office position, not remote Reports to the Operations Manager Occasional travel may be required for client offices, training, conferences, or company events Will participate in the company's on-call rotation for after-hours support, escalations, and emergency response as needed Typical schedule: Monday through Friday, 8:00am - 5:00pm, with some evenings and weekends as needed

This is a hands-on leadership role for someone who enjoys coaching technicians, improving service quality, keeping tickets moving, protecting the client experience, and helping a technical team perform at a high level. The right person will be organized, professional, calm under pressure, and able to balance client satisfaction with team accountability.

This role is ideal for someone with MSP or IT services experience who has been a senior technician, team lead, dispatcher/coordinator, helpdesk supervisor, or service desk lead and is ready to take the next step in leadership.

Strong technical ability is a plus. This person does not need to be the highest-level engineer on the team, but they should be comfortable reviewing technical work, understanding escalations, asking good troubleshooting questions, and occasionally helping with tickets or escalations when needed., Previous experience working for an MSP, IT services company, or fast-paced technical support environment Experience leading, coaching, mentoring, or supervising technical team members Strong understanding of helpdesk workflows, ticketing systems, SLAs, escalation paths, and client communication standards Strong customer service and communication skills Ability to hold people accountable in a professional and respectful way Strong organizational skills and attention to detail Ability to review tickets, time entries, documentation, and client updates for quality and accuracy Ability to identify service issues before they become client escalations Ability to multitask, prioritize, and adapt quickly in a busy support environment Strong problem-solving, critical thinking, and follow-through skills Ability to work well with clients, technicians, and management Ability to work under pressure while maintaining professionalism Preferred Qualifications MSP experience strongly preferred Experience with Kaseya tools preferred Experience with MSP tools such as PSA, RMM, etc. Experience supporting Microsoft 365, Azure/Entra ID, Intune, Windows workstations, Windows servers, networking, firewalls, endpoint security, and common SMB IT environments Prior experience as a senior technician, helpdesk lead, service desk lead, technical lead, or helpdesk supervisor Experience improving ticket workflows, SOPs, escalation procedures, or service desk processes Experience reviewing technician performance metrics, ticket quality, and client satisfaction trends About You

You may be a great fit for this role if you: Enjoy leading people and helping technicians get better Care about both the client experience and team accountability Are organized, detail-oriented, and good at follow-through Can be firm when needed while still being respectful and professional Like solving problems and improving processes Understand that great IT support requires both technical skill and excellent communication Are comfortable jumping into technical conversations when needed Want to grow with a company that values long-term team development, Must be willing to complete pre-employment screening in accordance with company policy and applicable law

Salary: $70,000 - $85,000 per year plus performance bonuses, based on experience Competitive benefits package available after 90 days Access to training, peer groups, and professional development opportunities Principals only. Recruiters, please do not contact this job poster.

Tech Guardian is a growing Managed Service Provider that has been serving businesses throughout the Inland Empire for over 20 years. We help small and medium-sized businesses with managed IT, AI, cybersecurity, cloud services, helpdesk support, projects, and strategic technology guidance. We are an award-winning IT company and we are looking for people who want to grow with us. Our team values professionalism, accountability, teamwork, technical growth, and taking great care of our clients.