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# IT Help Desk Supervisor

- **Company:** Advantage Technical
- **Location:** Southwick, MA, United States
- **Experience:** Experienced
- **Salary:** $99,840.0 - $108,160.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Bioinformatics, Issue Tracking Systems, Networking Basics, Queue Management Systems, Office365, Information Technology, User Administration, Servicenow
- **Published:** September 12, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88315649/1

## About the Role

* 3-5+ years of help desk/desktop support experience, with 1-2+ years in a lead or supervisory role
 * Strong working knowledge of ticketing systems (ServiceNow, Ivanti, Freshservice, etc.)
 * Familiarity with Active Directory, O365, basic networking troubleshooting
 * Excellent communication and people-management skills
 * ITIL Foundation certification a plus
 * Must be able to work onsite daily in Springfield, MA, Advantage Technical is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Advantage Technical is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

## Description

Seeking a Help Desk Supervisor to lead the daily operations of a frontline IT support team, ensuring timely, high-quality resolution of end-user technical issues while mentoring and managing a team of help desk technicians., * Supervise day-to-day activities of Tier 1/2 help desk staff, including ticket queue management, escalations, and SLA adherence

 * Monitor call/ticket volume and staffing coverage; adjust schedules to maintain service levels
 * Coach, train, and evaluate help desk technicians; conduct 1:1s and performance reviews
 * Serve as escalation point for complex or high-priority incidents
 * Track and report KPIs (first-call resolution, average handle time, ticket backlog, customer satisfaction)
 * Ensure proper documentation of incidents and knowledge base articles
 * Coordinate with IT infrastructure, network, and desktop support teams on recurring issues
 * Support onboarding/offboarding processes (hardware, account provisioning)
 * Enforce ITIL-aligned processes (incident, problem, change management)


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