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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Supervisor - **Company:** Propertyvalue Internet Brands, Inc. - **Location:** El Segundo, United States - **Experience:** Expert - **Salary:** $80,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Artificial Intelligence, JIRA, Monitoring of Systems, Knowledge Management, Machine Learning, Software Deployment, Software Quality Assurance (SQA), Data Logging, Chatbots, Data Analytics, Virtual Agents, Zendesk, Servicenow - **Published:** June 9, 2026 - **Apply:** https://www.dice.com/job-detail/89ed63c2-68d5-4456-be0b-eb8d38754bc6 ## About the Role * Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment. * Proven direct management experience leading technical teams. * Strong background in technical troubleshooting and escalation management. * Excellent communication and interpersonal skills with a customer service orientation. * Ability to work hands-on in a dynamic environment while maintaining strategic oversight. * Demonstrated ability to analyze performance data, identify trends, and drive process improvements. * Strong organizational skills with attention to detail and follow-through. * Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk). ## Description The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB's offices. This role combines hands-on technical expertise, team leadership, and stakeholder engagement to ensure exceptional customer service and operational excellence across IT support functions. The ideal candidate is an experienced leader with a strong background in technical troubleshooting and helpdesk management, committed to maintaining service quality and continuous improvement. KEY RESPONSIBILITIES AI Strategy & Automation Leadership As a Helpdesk Supervisor, you will lead the transformation of our Level 1 support model, leveraging AI and automation to resolve routine incidents instantly, empower end-users, and upskill our support staff. * Drive High-Volume Incident Deflection: Lead the implementation and continuous tuning of AI solutions (e.g., chatbots, Agentic AI) to achieve zero-touch resolution for our most frequent L1 requests, including Active Directory lockouts, password resets, and automated software provisioning. * Govern AI-Powered Knowledge Management: Direct the strategy for a centralized, AI-enhanced knowledge base. Ensure Helpdesk Standard Operating Procedures (SOPs) are rigorously maintained and properly structured to fuel machine learning models, driving highly accurate automated responses and increasing end-user self-service adoption. * Elevate Quality Assurance through AI Analytics: Utilize AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to monitor call sentiment, ticket categorization accuracy, and First-Contact Resolution (FCR) rates. Translate this data into actionable, targeted coaching plans to improve individual agent performance and overall team CSAT. * Lead Cross-Functional AI & Provisioning Workflows: Serve as the primary Helpdesk stakeholder collaborating with Corporate Operations on the rollout of new enterprise AI tools. Define, test, and optimize automated workflow approvals for AI tool licensing, ensuring all automated license assignments and software deployments are secure, compliant, and accurately routed. * Continuous Automation Improvement: Regularly analyze L1 ticket data to identify new trends and recurring low-complexity issues. Proactively design and propose new automation workflows to shift the team's workload from manual ticket logging to proactive system monitoring and user education. Team Leadership & Performance Management * Directly manage Helpdesk staff supporting IB West Coast operations. * Oversee team performance metrics, ensuring response and resolution within defined SLAs. * Monitor team schedules, availability, and workload distribution to maintain optimal coverage. * Foster a positive, collaborative, and customer-focused team culture. * Identify areas for development and provide mentorship, coaching, and training opportunities. Technical & Operational Oversight * Act as a hands-on technical leader, assisting with escalated incidents and complex troubleshooting. * Serve as the primary Helpdesk office representative and technical point of contact for the region. * Ensure adherence to IT policies, security standards, and compliance protocols. * Collaborate with the network and infrastructure teams to maintain stable, efficient systems. Stakeholder & Business Engagement * Manage relationships and expectations with internal business units and key stakeholders. * Communicate effectively with management on issues, service trends, and areas for improvement. * Provide executive-level support for senior leadership, ensuring high satisfaction with responsiveness and discretion. Office & Technology Management * Oversee the operational quality of all technology-related services within the office, including: * Conference room technology * Employee desk setups and IT onboarding * Printers, tech walk-up areas, and IT storage spaces Partner with facilities and networking teams to ensure optimal technology performance across the office environment. Track satisfaction scores and implement improvements to enhance the user experience.Procurement & Administration * Maintain and manage IT asset inventory, including procurement, tracking, and replacement. * Ensure adherence to procurement policies, approval workflows, and budgetary guidelines. * Coordinate license renewals, equipment orders, and vendor relationships. * Conduct periodic audits for compliance, budget monitoring, and security assurance. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Building Employee Experience Through Everyday Interactions](https://www.wearedevelopers.com/videos/1763-building-employee-experience-through-everyday-interactions) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Should Tech Managers Be Developers First? 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